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Production Support Engineer 2

2 months ago

bangalore, India Piramal Capital & Housing Finance Limited Full time

QUALIFICATION:
Bachelor’s degree in Computer Science, Information Technology or IT related field

EXPERIENCES:
Bachelor’s degree in Computer Science or equivalent technical degree
2+ years’ experience of relevant professional experience with Support to achieve operational excellence
Understanding of Java based application, SaaS software and administration, including troubleshooting experience with web and mobile based applications
Python is mandatory for Automation and script writing
Basic knowledge of DevOps (Git, Jenkins, Docker, Kubernetes and AWS(Ec2,S3,Cloud watch, Load balancer)
Preferred experience working with web technologies (e.g. JavaScript, React, HTML, CSS)
Highly technical, good understanding of Postgres, Mongo DB, HTML, Kibana, AWS
Experience in managing and troubleshooting Linux servers in a production environment
Excellent knowledge in REST API, Micro services, Kafka
Experience in Monitoring tools like Prometheus, Grafana, Kibana and Log tools like Loki
Knowledge of Docker, Kubernetes and Cloud platform is an added advantage
Good knowledge of any ticketing tools like Jira, Service now etc.
Good oral and written communication skills
Good to have L 1 & L2 support knowledge with enhancement of the existing process
Strong analytical skills
Ability to prioritize and manage tasks
Excellent time management and problem-solving skills
Exceptional customer service skills

KEY RESPONSIBILITIES :
Answers, evaluates, and prioritizes incoming incident requesting Production Support
Recognizes problems, conducts research, provide resolutions, and follows up with user as needed, escalating more complex cases to the appropriate team
Be a subject matter expert for implementing and supporting customers
Triage product issues, provide workarounds where possible, and identify the root-cause
Create knowledge articles for internal and external use to foster a positive feedback loop
Prepares standard statistical reports, such as help desk incident reports
Provide on-call support for rotations and escalations
Collaborate with our Engineering team to resolve any issues that arise
Identify, recommend, and implement solutions that can improve the service
Required to work in a 18/7 shift pattern on a rotational schedule as well as covering weekends/public holiday