Platform Support Engineer

4 days ago


mangalore, India ManpowerGroup India Full time

Responsibilities:

  • Lead and monitor internal dashboard reporting, visualizations, and alerting mechanisms for all production applications and supporting environments.
  • Implement end to end monitoring of different platforms to reduce system downtime.
  • Create and manage metrics for all Platforms (eCommerce, Admin Portal & Menu Management) and Brands. Build and expand reporting against software reporting metrics.
  • Collaborate with engineering groups to lead proactive troubleshooting steps and measures to reduce escalations and resolve issues faster
  • Lead Priority 1 and 2 calls, process improvements and postmortems. Lead in an on-call schedule to cover high priority support incidents which occur outside of normal business hours.
  • Develop new runbooks for repeatable/common issues and create documentation for post issue resolution including root cause and impact analysis within published department SLAs.
  • Manage and partner with key stakeholders to develop the strong working relationships needed to implement all the above.
  • Actively identify trends and recommend & implement solutions to engineering, product and brand teams.
  • Conducts research and makes recommendations on standards, products, and services.
  • Implements service monitoring across all platforms to ensure continuous availability and operational continuity of critical systems.
  • Participate in and lead code reviews, ensuring that all platform support processes align with our architectural principles and design patterns, fostering a culture of continuous improvement and technical excellence.
  • Develop and enhance tooling for platform support, aiming to automate repetitive tasks, improve system reliability, and streamline operations, while maintaining a strong focus on scalability and maintainability.
  • Collaborate closely with senior engineers to contribute to the design, development, and implementation of support tools and processes, ensuring alignment with overall system architecture and goals.


Minimum Requirements:

  • BS in Computer Science/Engineering/CIS or equivalent experience
  • 7+ years in a Production support Engineer role which requires managing customer interactions.  In-depth knowledge & expertise in modern data, infrastructure and integration platforms, industry best practices for improving reliability and scalability of infrastructure
  • Ability to remain calm under pressure.
  • Strong understanding of APIs
  • Familiarity with ticket tracking tools (Service Now, Jira)
  • Experience with Datadog or similar observability tools
  • Excellent written and verbal communication skills with the ability to clearly communicate across all levels of the organization in high-pressure situations
  • Excellent problem solving and analytical skills
  • Ability to work a flexible schedule to help cover round the clock support

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