Duty Response Coordinator

2 weeks ago

Aligarh, Uttar Pradesh, India beBeeincident Full time ₹ 18,00,000 - ₹ 25,00,000
Incident Manager

The Incident Manager plays a pivotal role in bridging the gap between Support, Engineering, and Infrastructure teams. Primary responsibilities include organizing and driving the investigation of production issues within our SaaS product, comprising Spring-based microservices, ML models, and data pipelines hosted on AWS infrastructure.

This is an engineering position that requires passion for product quality, extreme customer empathy, and a constant desire to enhance the quality of our services.

  • Investigate production issues raised by customers, Support, and Engineering
  • Work as a liaison between Support and Engineering to facilitate issue resolution, root cause analysis (RCA), and drive the implementation of learnings
  • Create and track progress of problem tickets in Jira
  • Create incident analysis reports with the support of Engineering teams
  • Perform log file analysis with Datadog
  • Debugging of basic REST API calls for investigations
  • Execute SQL database queries to provide more information for investigations
  • Create and update knowledge base articles in Confluence
  • Participate in security audits (PCI DSS, ISO 27001, SOC2) and prepare supporting evidence
Key Requirements:
  • At least 8 years of 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 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, preferably AWS, infrastructure components
  • 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

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