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Product Support Specialist

3 months ago

Hyderabad, India JAGGAER Full time

About the Company:


JAGGAER is the world’s largest independent spend management company, with over 1,850 customers connected to a network of 3.7 million suppliers in 70 countries, served by offices located in North America, Latin America, throughout Europe, the United Kingdom, Australia, Asia, and the Middle East. JAGGAER offers complete SaaS-based indirect and direct eProcurement solutions with advanced spend analytics, complex sourcing, supplier management, contract lifecycle management, savings tracking, and intelligent workflow capabilities. We have pioneered spending solutions for over two decades and continue to lead the innovation curve by listening to customers and analyzing the market. Our solutions suites are trusted by the world’s largest education, manufacturing, health care, retail, consumer package goods, logistics, construction, utility companies, and public service organizations. Additionally, JAGGAER holds 38 patents, more than any other spend management company.


Job description:


  • Production Support Monitoring Specialist to join our Cloud Operation team.
  • As part of our team, you will play a crucial role in ensuring the reliability and performance of our production systems, contributing to our mission of delivering exceptional service to our clients and their users worldwide.
  • Analyze alerts and logs to identify potential issues and take preventive actions.
  • Follow established escalation procedures to ensure critical issues are addressed by the correct team promptly.
  • Collaborate with various production and support teams to ensure seamless communication and resolution of incidents.
  • Maintain and update monitoring configurations and dashboards to reflect changes in the production environment.
  • Document monitoring processes, incidents, and resolutions to ensure continuous improvement and knowledge sharing.
  • Participate in regular review meetings and provide insights and recommendations for improving system reliability and performance.
  • Strong understanding of multi-tier, high-transaction web/internet applications.
  • Excellent problem-solving skills and the ability to work under pressure.
  • Strong understanding of incident management processes and escalation procedures.
  • Strong communication skills and the ability to collaborate effectively with cross-functional teams.
  • Detail-oriented with a proactive approach to identifying and resolving issues.


Preferred:


  • Bachelor’s degree in computer science or related field is preferred
  • 3+ Experience with cloud platforms such as AWS, including familiarity with services like EC2, S3, CloudWatch, and RDS.
  • Understanding of network protocols and troubleshooting techniques
  • Previous experience in a SaaS or high-availability production environment.


JAGGAER is committed to promoting Equal Opportunities in employment. All employees and job applicants will receive equal treatment regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marital or civil partner status, pregnancy, or maternity (Protected Characteristics Equality Act 2010).