Rail Operations Support Specialist

5 days ago

Chennai, Tamil Nadu, India beBeeEngineer Full time ₹ 10,31,250 - ₹ 14,55,000
Customer Success Engineer

RTP Rail Operations Support Role Overview

As a valued member of our team, you will provide Level 2 support for RTP Rail operations, executing monitoring checklists, triaging incidents, and escalating critical issues. You will also support continuous improvement and documentation efforts.

Key Responsibilities:
  • Execute hourly/daily/weekly operations checklists.
  • Monitor SiteScope and Splunk alerts and ServiceNow incidents.
  • Perform initial triage and escalate to onshore/offshore leads or L3 support.
  • Investigate transaction failures and API errors using logs and SQL queries.
  • Log incidents and resolutions in ServiceNow and Confluence.
  • Ensure smooth shift handovers with detailed documentation.

Key Skills:

  • Splunk, SiteScope, AWS (Aurora), SQL.
  • REST API debugging, ServiceNow, Confluence.
Role Summary:

Provides weekend L1 coverage for RTP Rail, focusing on real-time monitoring, basic troubleshooting, and incident logging. Ensures timely escalation and documentation.

Key Responsibilities:
  • Monitor SiteScope and Splunk alerts and ServiceNow incidents.
  • Validates alerts against known issues and playbooks.
  • Acknowledges P1/P2 alerts within SLA (5/15 mins).
  • Apply predefined troubleshooting steps and update tickets.
  • Escalate to L2 on-call support as needed.
  • Documents incidents and handoffs for onshore/offshore teams.

Key Skills:

  • Basic Splunk and SiteScope monitoring.
  • ServiceNow ticket management.
  • Playbook execution and alert validation.

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