Incident Resolution Specialist

1 week ago

Kannur, Kerala, India beBeeIncident Full time ₹ 8,00,000 - ₹ 16,00,000

Job Overview:

We are looking for a highly skilled and analytical professional to fill the role of Incident Manager. As an Incident Manager, you will play a critical part in our team's success by ensuring prompt and effective issue resolution.

About the Role:

  • You will investigate production issues raised by customers, Support, and Engineering teams, working closely with these teams to facilitate issue resolution, root cause analysis (RCA), and drive the implementation of learnings.
  • Your responsibilities will include creating and tracking progress of problem tickets in Jira, creating incident analysis reports with the support of Engineering teams, performing log file analysis with Datadog, debugging of basic REST API calls for investigations, executing SQL database queries to provide more information for investigations, and creating and updating knowledge base articles in Confluence.

Required Skills and Qualifications:

  • A minimum of 8 years of experience in IT (SRE, sysadmin, developer, QA, technical support, or similar)
  • A 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 infrastructure components, preferably AWS
  • 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

What We Offer:

We offer a competitive compensation package that reflects your skills and experience.

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