Provide front line production support to end users responding to issues related to Problem/Incident Management, Operational Readiness, Application Monitoring, Production Governance
Assess initial severity, gather impacts, create tickets in JIRA/KANBAN, engage necessary teams, and escalate as necessary
Solve production down situations under tight SLA deadlines
Root cause analysis, problem resolution follow-up and planning strategic fixes
Debug and fix production issues by analyzing Java, .Net, Node JS code, complex Oracle sql queries & stored Procedures, AWS cloud services
Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades.
Develop plans to meet required service levels; design data collection and reporting mechanisms for application/infrastructure health reporting.
Communicate with business and management the overall status and health of the application, contribute to automation, causal analysis, develop shared/common solutions, proactively identify cross functional or technical issues
Interact with clients and demonstrate empathy to situations and challenges
Skill Set / Qualifications
Bachelors or equivalent degree in Computer Science.
Hands on production support experience for 4+ years
Proficient in Oracle , PL/SQL, Stored procedures, views, and working experience of 2+ years
Working experience of Service manager, Splunk, AppDynamics or similar products.
Good to have - Understanding of with Java, OOP concepts, Node Js, Microservices.
Good to have Experience with Aws cloud concepts, services like S3, SNS, SQS, Lambda, and ability to navigate through AWS console and resources to troubleshoot issues
Familiarity with tools like JIRA and processes like Kanban
Ability to communicate with users, tech partners and other stakeholders to seek information required to troubleshoot issues.
Ability to navigate through organizational hierarchies and reach out proactively to people.
Ability to deep dive and reach the crux of issues in the most proactive fashion.