Tech Support

As a Tech Support, your responsibilities will include monitoring the Alert system, APM, Servers health, DB Backup jobs, Web application status, and CPU/Memory Utilization of the microservices. You will be required to investigate issues by analyzing logs from various Log Management and other tools to effectively resolve or escalate the issues. Handling incoming issues/tickets through Email, Service Desk, and JIRA will be part of your daily tasks. Taking ownership of Unresolved Issues, Escalations, and Root Cause Analysis is essential to ensure timely resolution. Following standard procedures for escalating unresolved issues to the appropriate internal teams to prevent SLA breaches is crucial. Collaboration with Internal teams, Business team, Customer care team, and 3rd party vendors is necessary to facilitate issue status updates and resolutions. You will also need to identify common issue patterns and recommend process improvements while setting up alerts and creating a Run Book. To excel in this role, you should possess a strong understanding of Log Analysis, basic knowledge of Cloud Services, and Monitoring Services. Effective communication skills, proactiveness, service orientation, and customer focus are key attributes required. Multitasking, prioritizing, flexibility, adaptability, quick problem-solving skills, and being a team player are essential for success in this position. Additionally, a willingness to learn new skills will be beneficial for personal and professional growth.,