Senior Production Issue Investigator

1 week ago

Thrissur, Kerala, India beBeeProblemSolving Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Incident Manager Job Description

As a key member of our team, you will serve as the bridge between Support, Engineering and Infrastructure teams. Your role will be instrumental in providing a seamless experience for customers by efficiently investigating and resolving production issues within our SaaS product.

Your responsibilities will include investigating and analyzing production issues reported by customers, Support and Engineering teams. You will facilitate issue resolution, root cause analysis, and implement improvements through close collaboration between Support and Engineering. Additionally, you will track problem tickets in Jira and create incident analysis reports in conjunction with Engineering teams.

Key Skills:

  • At least 8 years of experience in IT fields like SRE, sysadmin, developer, QA, technical support or similar
  • University degree in a relevant field
  • Strong analytical, problem-solving and collaboration skills
  • Basic understanding of systems architecture for cloud-hosted applications
  • Data analysis skills to distinguish between real issues and false positives
  • Project management and documentation skills (Jira and Confluence)
  • Excellent written and verbal communication skills in English
  • Knowledge of cloud infrastructure components, preferably AWS
  • Experience with REST APIs and tools like Postman
  • Experience with application logging/monitoring tools like Kibana and Datadog
  • Experience with SQL, Linux and Network environments
  • Willingness to learn new technical skills

Nice-to-Have Skills:

  • Understanding of basic ML concepts and LLMs
  • Experience with Git or similar version control systems
  • Agile software development process knowledge
  • Experience with Jenkins or CI pipelines
  • Bash scripting for Linux
  • Basic software development skills (Java, Python, JavaScript, Go)
  • Experience with Docker and Microservices
  • Network and application security knowledge
  • Working within a PCI DSS environment

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