IT System Crisis Coordinator

5 days ago

Coimbatore, Tamil Nadu, India beBeeIncidentManager Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

System Incident Manager Role

As an experienced professional, you will be the key liaison between our support, engineering and infrastructure teams.

You will drive a better experience for customers by organizing and leading the investigation of production issues in our application, which is a SaaS product consisting of Spring based microservices, ML models and data pipelines hosted within the AWS infrastructure. This will help to improve the quality of the product.

Key Responsibilities:

  • Investigate production issues raised by customers, support and engineering teams.
  • Act as a liaison between support and engineering to facilitate issue resolution, root cause analysis (RCA) and implement learnings.
  • Create and track progress of problem tickets in Jira.
  • Conduct incident analysis reports with the support of 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.
  • Develop and update knowledge base articles in Confluence.
  • Participate in security audits and prepare supporting evidence.

Requirements:

Must-Have Skills:

  • A minimum of 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 cloud-hosted systems architecture.
  • 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 on AWS.
  • Experience with REST APIs and tools like Postman.
  • Experience with application logging/monitoring tools like Kibana, Datadog.
  • Experience with SQL, Linux & Network environments.
  • Will to learn new technical skills.

Nice-to-Have Skills:

  • Understanding of basic ML concepts and LLMs.
  • 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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