Cloud-Based Systems Support Professional

6 days ago

Mangalore, Karnataka, India beBeeTechnical Full time US$ 1,00,000 - US$ 1,20,000

About Us

System Support Specialist Position

We are seeking a highly skilled and proactive System Support Specialist to join our team.

In this role, you will be responsible for monitoring, incident response, and issue resolution of enterprise-grade systems including IBM Sterling B2B, UiPath RPA bots, and various cloud-native database platforms.

The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work effectively during off-hours and in a rotational shift model.

Key Responsibilities
  • Production Support & Incident Management:
  • Monitor and manage support tickets via JIRA and email.
  • Troubleshoot and resolve issues across:
  • IBM Sterling B2B integrations and translation services
  • UiPath RPA workflows and orchestrations
  • Database systems: SQL Server, Aurora PostgreSQL, MySQL, DynamoDB, and BigQuery
  • Meet defined SLAs for incident response and resolution (e.g., 15-min response, 1-hour resolution).
  • System Monitoring & Maintenance:
  • Perform regular health checks and performance monitoring of applications, integrations, and databases.
  • Assist with deployment validations, patch installations, and performance tuning as needed.
  • Proactively escalate critical issues per escalation protocols.
  • Shift & Availability:
  • Provide support coverage 4 days a week in rotational shifts, including off-hours and weekends as required.
  • Documentation & Knowledge Sharing:
  • Maintain accurate and up-to-date incident logs.
  • Create and update knowledge base articles, SOPs, and troubleshooting documentation.
  • Contribute to knowledge transfer and onboarding of new team members.
  • Compliance & Security:
  • Ensure all activities comply with organizational and customer security standards (HIPAA, GDPR, ISO 27001).
  • Follow access and onboarding policies based on client environment guidelines.

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