
Incident Resolution Lead
6 days ago
Incident Resolution Specialist
">We are seeking a seasoned professional to drive incident resolution and customer satisfaction. As an Incident Resolution Specialist, you will be the bridge between our Support and Engineering teams.
">- You will investigate production issues raised by customers, Support and Engineering, and work as a liaison to facilitate issue resolution and root cause analysis.
- Create and track progress of problem tickets in Jira and collaborate with the Engineering team to create incident analysis reports.
- Perform log file analysis using Datadog and execute SQL database queries to provide information for investigations.
- Debug basic REST API calls and create knowledge base articles in Confluence to support future inquiries.
This is an engineering role that focuses on product quality, customer empathy, and continuous improvement.
">The ideal candidate has strong analytical and problem-solving skills, excellent collaboration abilities, and a basic understanding of systems architecture of cloud-hosted applications.
">A degree in a relevant field and at least 8 years of experience in IT (SRE, sysadmin, developer, QA, technical support) are required.
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