Technical Incident Resolution Specialist

1 week ago

Kanpur, Uttar Pradesh, India beBeeProblem Full time ₹ 15,00,000 - ₹ 20,10,000

As a pivotal link between Support, Engineering and Infrastructure teams, the Incident Manager will play a vital role in ensuring a seamless experience for customers by driving the investigation of production issues in our application.

This SaaS product features Spring-based microservices, ML models, and data pipelines hosted within the AWS infrastructure.

Key Responsibilities

  • Investigate customer-reported production issues and collaborate with Support and Engineering to facilitate resolution.
  • Act as a liaison between Support and Engineering to drive issue resolution and root cause analysis.
  • Create and track problem tickets in Jira to ensure efficient issue management.
  • Develop incident analysis reports with Engineering support.
  • Analyze log files using Datadog to identify issues.
  • Perform basic debugging tasks for REST API calls and execute SQL database queries for investigations.
  • Contribute to security audits (PCI DSS, ISO 27001, SOC2) and prepare supporting evidence.

Requirements

  • A minimum of 8 years of experience in IT roles such as SRE, sysadmin, developer, QA, or technical support.
  • A relevant university degree.
  • Strong analytical, problem-solving, and collaboration skills.
  • A basic understanding of cloud-hosted systems architecture.
  • Data analysis skills for interpreting dashboards and distinguishing between real issues and false positives.
  • Project management and documentation skills using Jira and Confluence.
  • Excellent written and verbal communication skills.
  • Knowledge of cloud infrastructure components, preferably AWS.
  • Experience with REST APIs and tools like Postman.
  • Experience with application logging/monitoring tools like Kibana and Datadog.
  • Basic skills in Linux, SQL, and network environments.
  • A willingness to learn new technical skills.

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