Incident Resolution Specialist

3 days ago

Palakkad, Kerala, India beBeeIncident Full time ₹ 10,00,000 - ₹ 15,00,000

Job Title:

An Incident Resolution Specialist

Key Responsibilities:

  • Investigate and resolve production issues in a timely manner.
  • Act as a liaison between Support, Engineering, and Infrastructure teams to facilitate issue resolution and root cause analysis.
  • Track progress of problem tickets in Jira and create incident analysis reports with the support of Engineering teams.
  • Perform log file analysis using Datadog and debug basic REST API calls for investigations.
  • Execute SQL database queries to provide more information for investigations and create knowledge base articles in Confluence.
  • Participate in security audits (PCI DSS, ISO 27001, SOC2) and prepare supporting evidence.

Requirements:

Must-Have Skills:

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

Nice-to-Have Skills:

  • Understanding of basic ML concepts and LLM's.
  • Experience with Git or similar version control system.
  • Experience with agile software development process.
  • Jenkins or similar CI pipeline.
  • Bash scripting for Linux.
  • Basic skills in software development e.g. Java, Python, JavaScript, Go;
  • Experience with Docker & Microservices.
  • Network and application security.
  • Working within a PCI DSS environment.

Benefits:

This is an engineering position that contributes to greater customer satisfaction by providing information about product issues in a timely manner. You will also help our Sales teams by answering technical questions about our infrastructure in customer RFP's.

Additional Information:

The ideal candidate should have a passion for product quality, extreme customer empathy, and a constant desire to improve the quality of our services.

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