Production Support Manager
1 month ago
About the Role
We are looking for an experienced Cloud Production Support Engineer to join our team at Deqode. As a key member of our operations team, you will play a critical role in ensuring the smooth operation of our SaaS platform.
Your primary responsibility will be to manage the day-to-day production operations of our platform, working closely with engineering, product, QA, and customer success teams to ensure quick issue resolution, smooth deployments, and continuous service reliability.
Responsibilities- Issue Resolution: Monitor, triage, and resolve production issues in real-time, ensuring minimal impact on end users.
- Incident Management: Work on the resolution of production incidents, track issues through to resolution, and ensure follow-up tasks are completed.
- Process Improvement: Collaborate with engineering to identify recurring problems and implement long-term solutions to improve platform reliability.
- On-Call Coverage: Maintain on-call schedules to ensure 24/7 support coverage.
- Technical Investigation: Perform initial technical investigation into issues, analyzing logs, understanding system behavior, and documenting findings.
- 3+ years of experience in a production support or operations role.
- Excellent Communication: Ability to communicate complex issues clearly with both technical and non-technical stakeholders.
- Collaboration & Teamwork: Proven ability to collaborate with cross-functional teams, including engineering, solutions, product, and customer success.
- Incident Management Tools: Experience using tools like PagerDuty, Jira, or similar for incident tracking and management.
- Technical Understanding: Familiarity with basic debugging techniques, reading logs, and understanding of SaaS infrastructure.
- Fast-Paced Environment: Experience working in a high-paced, growth-oriented company.
- Familiarity with scripting languages (Python, Bash) for basic automation.
- Experience with cloud platforms (AWS, Azure, GCP) and monitoring tools like Datadog, Grafana, or Prometheus.
Estimated Salary: ₹17,50,000 - ₹22,50,000 per annum
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