Cloud Service Recovery Specialist

2 days ago

Meerut, Uttar Pradesh, India beBeeIncidentManager Full time ₹ 80,00,000 - ₹ 1,20,00,000

Job Overview

The Incident Manager is the vital link between Support, Engineering, and Infrastructure teams. This role enables a seamless customer experience by organizing and driving the investigation of production issues in our cloud-based SaaS application.

This position focuses on resolving customer-impacting issues with urgency and professionalism while collaborating closely with cross-functional teams to deliver solutions that meet the highest standards of quality and customer satisfaction.

Key Responsibilities
  • Investigate production issues raised by customers, Support, and Engineering teams
  • Serve as a liaison between Support and Engineering to facilitate issue resolution, root cause analysis (RCA), and drive the implementation of learnings
  • Create and track progress of problem tickets in Jira
  • Generate incident analysis reports with support from Engineering teams
  • Analyze log files using Datadog
  • Debug basic REST API calls for investigations
  • Execute SQL database queries to gather more information for investigations
  • Create and update knowledge base articles in Confluence
  • Participate in security audits (PCI DSS, ISO 27001, SOC2) and prepare supporting evidence
Required Skills and Qualifications
  • At least 8 years of experience in IT (SRE, sysadmin, developer, QA, technical support or similar)
  • University degree in a relevant field
  • Strong analytical, problem-solving, and collaboration skills
  • Familiarity with systems architecture of cloud-hosted applications
  • Data analysis skills - creating and interpreting dashboards to distinguish between real issues and false positives
  • Project management and documentation skills such as 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, Datadog
  • Experience with SQL, Linux, and Network environments
  • Willingness to learn new technical skills

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