Enterprise Technology Specialist

2 days ago

Kollam, Kerala, India beBeeTechnologist Full time ₹ 80,00,000 - ₹ 1,20,00,000
Production Support & Incident Management Specialist

This role requires a highly skilled and proactive individual to join our global support team as a Production Support & Incident Management Specialist.

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:
  • Monitor and manage support tickets via JIRA and email.
  • Troubleshoot and resolve issues across multiple technologies, including enterprise-grade systems, cloud-native database platforms, and automation tools.
  • Meet defined SLAs for incident response and 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.
  • Follow access and onboarding policies based on client environment guidelines.
Requirements:
  • In-depth experience in supporting and troubleshooting complex systems.
  • Strong hands-on knowledge of automation tools and RPA workflows.
  • Cloud & Databases:
    • Solid experience with AWS RDS, Aurora PostgreSQL, SQL Server, DynamoDB
    • Exposure to MySQL and GCP BigQuery is a strong plus.
  • Incident Management: Proven track record of working under pressure and adhering to strict SLAs.
  • Tools & Platforms: Experience with JIRA, ticketing systems, and monitoring tools.
Preferred Experience:
  • 5–10 years of experience in production application support roles.
  • Experience in multi-technology environments, with the ability to triage and resolve cross-platform issues efficiently.
What We Offer:
  • Exposure to cutting-edge cloud and automation technologies.
  • Opportunity to work with global teams and enterprise clients.
  • Rotational flexibility and work-life balance initiatives.
  • Supportive environment for continuous learning and upskilling.

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