Application Support Operations Lead

1 week ago


Bengaluru, Karnataka, India Jio Full time

Join Jio Platforms as a Technology Leader in Application Support.

We are seeking an experienced Track Lead to drive our Application Support operations, ensuring seamless delivery of services and applications across our digital ecosystem. This role is crucial in maintaining the reliability, performance, and scalability of our technology infrastructure.

About the Role:

  • Lead day-to-day application operations, including KPI management, service management, escalations, and ticket SLAs.
  • Collaborate with cross-functional teams to resolve Sev1 & Sev2 issues, ensuring timely RCA documentation and closure.
  • Analyze volumetrics, traffic patterns, and business KPI trends to identify potential system issues and guide SME/L2 teams in addressing them.
  • Evaluate and define KPIs with the track lead/platform lead to ensure ongoing process improvement.
  • Guide App Leads/SME/L2 teams in improving application observability.
  • Prioritize production defects, exceptions, and repeated alerts with the product/development/program team.
  • Ensure adherence to organizational standards for cadence meetings and deliverables.
  • Report critical issues to management and generate MIS reports.
  • Maintain up-to-date documents, run books, and learning materials, and adhere to defined learning cadences for the team and self.

Requirements:

  • A minimum of 12 years to 15 years of experience in Application Support, Technology Support, DevOps, or CloudOps, with expertise in a 24x7 support environment.
  • Proven leadership experience in managing L1, L2, SME teams in ITIL and DevOps environments.
  • In-depth knowledge of Unix Commands, Shell Scripting, PL/SQL, NOSQL, JCL, Java, Python programming languages, and familiarity with ELK, Kibana, Grafana, AppD, Splunk, or similar tools.
  • Familiarity with E-commerce, Retail, Consumer Goods, Supply Chain, or equivalent domain applications with direct customer-facing web or mobile applications.
  • Ability to analyze logs, thread dumps, heap dumps, GCs, and other technical data.
  • Working knowledge of SAP Hybris, IBM Sterling, Magento Commerce, or other E-commerce platforms is advantageous.
  • ITIL foundation certifications will be beneficial.
  • Strong understanding of microservices architecture and Docker, Kubernetes, cloud platforms.
  • Excellent written and verbal communication skills.

Salary Estimate: ₹50 lakhs - ₹65 lakhs per annum (dependent on location and candidate experience).



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