Production Support Engineer

2 months ago


Delhi NCR, India Axtria India Pvt Ltd Full time

Production Support Experience :


- Overall 12+ years of managing and supporting enterprise grade application(s) at production.

- Managing managers and/or individual contributors within the production support engineering

- Defining production support processes for reliability and repeatability

Role & Responsibilities :

- Consistently ensure high support satisfaction for Axtria's world-wide customers

- Help production support engineers to resolve tickets accurately and efficiently as per defined SLAs

- Help production support engineers to manage tickets, manage expectations, and communicate well

- Develop, implement, and review production support procedures, policies, and activities

- Improving the customer experience in measurable and repeatable ways

- Publishing various production support matrices to appropriate stakeholders

- Work collaboratively with development engineering teams and share regular feedbacks from production

- Suggest and drive implementation of world-class diagnostic and application performance monitoring tools in applications for enhanced supportability.

- Hire a world class team of production support engineering managers by actively seeking talent who are focused on delivering world class customer support

- Hold regular 1:1s with their team managers and skip-level 1:1s with all members of their team

- Mentor the managers on their team

- Work across functions with peers in other groups to facilitate the accomplishment of shared goals - Represent Axtria production support engineering in client meetings and other official functions

- Participating in escalation on-call rotation (limited to regional working hours during the week and weekend)

Technical Skills :

- Ability to gain good functional and technical understanding product suites

- Excellent troubleshooting skills

- Solid understanding of cloud services platforms e.g., AWS, GCP, Azure etc.

- Well verses with programming languages (Java, Python, etc.)

- Well versed with DBs and SQLs

- Familiarity with Salesforce platform will be a plus

- Experience with DevOps

- Experience with tools like JIRA, Confluence, SharePoint, etc.

- Experience with performance, volume, and stress profiling Soft Skills:

- Excellent communication skills

- Ability to convey hard/sensitive messages without any apprehensions as well as avoid creating frictions.

- Ability to navigate thru organization independently

(ref:hirist.tech)

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