Support Services Technician

3 days ago

Chennai, Tamil Nadu, India beBeeOperations Full time ₹ 40,00,000 - ₹ 80,00,000

Job Title: Application Support Engineer

Job Description

We are seeking a talented Technical Operations Specialist to provide second-level support for our Real-Time Processing Rail operations. The ideal candidate will have expertise in monitoring, troubleshooting, and escalating critical issues.

Main Responsibilities:
  • Execute regular system checklists.
  • Monitor SiteScope and Splunk alerts and ServiceNow incidents.
  • Perform initial triage and escalate to onshore/offshore leads or level-three support.
  • Investigate transaction failures and API errors using logs and SQL queries.
  • Log incidents and resolutions in ServiceNow and Confluence.
  • Employ thorough documentation practices to ensure seamless shift handovers.
Key Skills and Qualifications:
  • Splunk, SiteScope, AWS (Aurora), SQL.
  • REST API debugging, ServiceNow, Confluence.
  • Basic knowledge of Java or Python programming languages is an asset.
Role Summary:

This role provides weekend level-one coverage for our Real-Time Processing Rail operations, focusing on real-time monitoring, basic troubleshooting, and incident logging. The ideal candidate will have strong analytical skills and be able to work independently.

  • Monitor SiteScope and Splunk alerts and ServiceNow incidents.
  • Verify alerts against known issues and standard operating procedures.
  • Acknowledge high-priority alerts within the service-level agreement (5/15 minutes).
  • Apply predefined troubleshooting steps and update tickets.
  • Escalate to level-two on-call support as needed.
  • Document incidents and handoffs for onshore/offshore teams.

The successful candidate will possess excellent communication and problem-solving skills, with the ability to work effectively in a team environment.

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