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Platform Support Engineers

2 months ago

gurugram, India Yum! Digital & Tech India Full time

Responsibilities:

Lead the oversight of internal dashboard reporting, visualizations, and alerting mechanisms for all production applications and supporting environments.

Oversee end to end monitoring of different platforms to reduce system downtime.

Build the metrics strategy for all Yum Platforms (eCommerce, Admin Portal & Menu Management) and Brands. Build and expand reporting against software reporting metrics.

Lead proactive troubleshooting, make recommendations and execute solutions while collaborating with engineering groups to reduce escalations and resolve issues faster

Oversee the success of Priority 1 and 2 calls, process improvements and postmortems.Manage 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.

Stay updated on industry trends and emerging technologies to continuously improve our systems.

Mentor and coach team members to foster a culture of continuous learning and growth.

Work closely with other teams to ensure seamless integration of our platform and infrastructure with other systems and applications. Develop and maintain technical documentation and standard operating procedures.

Participate in the recruitment and hiring process to build a high-performing team.

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.


Minimum Requirements:

BS in Computer Science/Engineering/CIS or equivalent experience

5+ Years of 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 AWS/Google

Demonstrated excellence in problem-solving by troubleshooting and identifying solutions for complex issues within Kubernetes environments.

Demonstrated experience with automated remediation of issues.

Proficiency 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 provide leadership for round the clock support


Preferred Requirements

4+ years’ experience leading a team / e-commerce experience

Experience in QSR Industry

Understanding of the Web; including familiarity with JavaScript, REST APIs, GraphQL, and Git.

Fluency with Unix / Linux

AWS/Google certifications