Network Operations Center Support Specialist

About Inspire Brands:

Our organization is revolutionizing the restaurant industry through digital transformation and operational efficiencies.

The technology hub in Hyderabad will lead innovation and product development for our company and its distinct brands. The support center will focus on developing capabilities in data science, data analytics, e-commerce, automation, cloud computing, and information security to accelerate our business strategy. We will also host an innovation lab and collaborate with start-ups to develop solutions for productivity optimization, workforce management, loyalty management, payments systems, and more.

Key Responsibilities:

• Develop and monitor various monitoring dashboards to detect problems related to application, infrastructure, and potential security incidents.
• Provide primary operational support for multiple large, distributed software applications.
• Employ deep troubleshooting skills to improve the availability, performance, and security of services designed with 24/7 availability and operational readiness.
• Perform postmortem analysis on production incidents to assess effective business impact and for engineering teams to learn from these.
• Create dashboards and alerts for monitoring the platform, define key metrics, and service level indicators and ensure relevant metric data is collected to create actionable alerts for responsible teams.
• Participate in 24/7 on-call rotations.
• Automate toil by building software and automation for seamless application deployment and third-party tool integration.
• Analyze major incidents and work towards permanent fixes in collaboration with other teams.
• Establish and publish regular KPIs / metrics useful for measuring performance, SLA, stability, and customer satisfaction.
• Perform integrations between components and monitoring tools.
• Lead Hypercare events internally from the NOC team.
• Responsible for incident logging, accurately track and document all incidents.
• Provide recommendations and feedback in process review sessions.

Requirements:

• Bachelor's degree in computer science, Information Technology, or related field

Experience:

• At least 5 years of experience as a production support role supporting large-scale SAAS Production B2C or B2B Cloud Platforms.
• Hands-on problem-solving and troubleshooting

Knowledge and Skills:

• At least 5 years of experience as a production support role supporting large-scale SAAS Production B2C or B2B Cloud Platforms.
• Good understanding of applications developed using Java, TypeScript, Python.
• Hands-on Azure Cloud experience particularly with AKS, API Management, Service Bus, Azure Functions.
• Proficiency in monitoring, APM, and profiling tools Splunk, Prometheus, Grafana.
• Working experience with containers, Kubernetes, and Helm.
• Functional knowledge of Cloud Network, Firewalls, Ingress, and Egress controllers, Service Mesh.
• Good understanding of Argo CD, GitLab, CICD, Terraform, Infrastructure as Code.
• Strong communication skills and ability to explain technical concepts clearly.
• A willingness to dive into understanding, debugging, and improving any layer of the stack.

Technical Skills:

Cloud Provider: Azure

• Core Services: Elastic Pool, SQL, Application Gateway, API Management (APIM), Key Vaults, AKS (Azure Kubernetes Service), VMSS (Virtual Machine Scale Sets), VM
• Storage accounts
• Messaging and Events: EventHub, Event Grid, Azure Service Bus (Namespaces, Queues, Topics)

Containerization and Orchestration:

• Kubernetes (K8s): For container orchestration
• Docker: For containerization

Monitoring and Observability (O11Y):

• New Relic / Splunk / AWS Cloud Watch

Equal Employment Opportunity Policy:

It is our policy to treat all employees and applicants fairly and provide equal employment opportunities without regard to race, color, sex, religion, national origin, ancestry, ethnicity, sexual orientation, gender identity, age, disability, genetic information, citizenship, military service or veteran status, marital status, or any other characteristic protected under applicable federal, state, or local law.

We prohibit any form of unlawful employment harassment based on race, color, sex, religion, national origin, ancestry, ethnicity, sexual orientation, gender identity, age, disability, genetic information, citizenship, military service or veteran status, marital status, or any other characteristic protected under applicable federal, state, or local law.