Operational Problem Solver

3 days ago

Nashik, Maharashtra, India beBeeProblemSolving Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Incident Manager

The Incident Manager is the cornerstone of our technical support team. This pivotal role ensures seamless communication between teams, facilitating swift resolution of production issues and enabling us to deliver exceptional customer experiences.

This position emphasizes engineering expertise rather than management principles.

  • Identify and investigate reported production issues, collaborating closely with Support and Engineering to resolve them efficiently.
  • Act as a liaison between Support and Engineering to facilitate issue resolution, root cause analysis, and implement learnings.
  • Effectively manage problem tickets in Jira, tracking progress and ensuring timely resolution.
  • Develop incident analysis reports in conjunction with the Engineering team.
  • Utilize Datadog for log file analysis and other investigative tools.
  • Debug basic REST API calls and execute SQL database queries to gather additional information for investigations.
  • Contribute to the development and updating of knowledge base articles in Confluence.
  • Participate in security audits (PCI DSS, ISO 27001, SOC2) and prepare necessary supporting evidence.

Key Requirements:

Mandatory Skills:

  • At least 8 years of experience in IT roles such as SRE, sysadmin, developer, QA, or technical support.
  • University degree in a relevant field.
  • Excellent analytical, problem-solving, and collaboration skills.
  • Knowledge of cloud-hosted application architecture.
  • Data analysis skills - creating and interpreting dashboards to distinguish between real issues and false positives.
  • Project management and documentation skills (Jira and Confluence).
  • Outstanding written and verbal communication skills in English.
  • Awareness of cloud infrastructure components, preferably AWS.
  • Experience with REST APIs and tools like Postman.
  • Knowledge of application logging/monitoring tools like Kibana and Datadog.
  • Experience with SQL, Linux, and Network environments.
  • Willingness to learn new technical skills.

Nice-to-Have Skills:

  • Basic understanding of ML concepts and LLMs.
  • Experience with Git or similar version control systems.
  • Agile software development process experience.
  • Jenkins or similar CI pipeline experience.
  • Bash scripting for Linux.
  • Basic software development skills (Java, Python, JavaScript, Go).
  • Docker and Microservices experience.
  • Network and application security awareness.
  • Working within a PCI DSS environment.

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