Production Issue Responder

2 weeks ago

Aurangabad, Maharashtra, India beBeeIncident Full time ₹ 1,00,00,000 - ₹ 1,50,00,000
Job Overview

The Incident Manager will be the key liaison between Support, Engineering and Infrastructure teams.

This role is designed to drive timely resolution of production issues in our application, a SaaS product with Spring based microservices, ML models and data pipelines hosted within AWS infrastructure. The successful candidate will provide critical information to stakeholders, ensuring a better experience for customers.

We are seeking a detail-oriented professional who is passionate about product quality, empathetic towards customers and always striving to improve services. As an Incident Manager, your work will have a direct impact on customer satisfaction by providing timely information about product issues. Additionally, you will help Sales teams answer technical questions about our infrastructure in customer RFP's.

Key Responsibilities:
  • Investigate production issues raised by customers, Support and Engineering
  • Act as a liaison between Support and Engineering to facilitate issue resolution, root cause analysis (RCA), and implement learnings
  • Track progress of problem tickets in Jira
  • Develop incident analysis reports with support from Engineering teams
  • Perform log file analysis using Datadog
  • Debug basic REST API calls for investigations
  • Execute SQL database queries to provide 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 & Qualifications:

Must-Have Skills:

  • At least 8 years of working experience in IT (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 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, preferably AWS, infrastructure components
  • Experience with REST APIs and tools e.g. Postman
  • Experience with application logging/monitoring tools e.g. Kibana, Datadog;
  • Experience with SQL, Linux & Network environments
  • Willingness to learn new technical skills

Nice-to-Have Skills:

  • Understanding of basic ML concepts and LLM's
  • experience with Git or similar version control system
  • experience with agile software development process
  • Jenkins or similar CI pipeline
  • Bash scripting for Linux
  • basic skills in software development e.g. Java, Python, JavaScript, Go;
  • experience with Docker & Microservices
  • network and application security
  • working within a PCI DSS environment

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