Tech Support Operations Specialist

About Us:

We are a leading technology company that is disrupting the restaurant industry through digital transformation and operational efficiencies. Our technology hub, located in India, will lead innovation and product development for our organization and its portfolio of distinct brands. We will focus on developing new capabilities in data science, data analytics, e-commerce, automation, cloud computing, and information security to accelerate our business strategy.

Our team will be responsible for

• Developing and monitoring various monitoring dashboards to detect problems related to application, infrastructure, and potential security incidents.
• Providing primary operational support for multiple large, distributed software applications.
• Employing deep troubleshooting skills to improve the availability, performance, and security to ensure services are designed with 24/7 availability and operational readiness and rigor.
• Performing in-depth postmortem on production incidents, to assess effective business impact and for Engineering to learn from these.
• Creating dashboards and alerts for Monitoring the platform, defining key metrics and service level indicators and ensuring relevant metric data is collected to create actionable alerts for the responsible Teams.
• Participating in the 24/7 on-call rotation.
• Automating toil by building software and automation for seamless application deployment and third-party tool integration.
• Analyzing major incidents and working towards a permanent fix in collaboration with other teams.
• Establishing and publishing regular KPI's/metrics useful for measuring performance, SLA, stability, and customer satisfaction.
• Performing integrations between components and monitoring tools.
• Leading Hypercare events internally from NOC Team.
• Responsible for Incident logging, accurately tracking and documenting all incidents.

• Bachelor's degree in Computer Science, Information Technology or related field
• 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

• 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.

• 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)

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

• New Relic / Splunk / AWS Cloud Watch

Equal Employment Opportunity Policy:

We are committed to treating all employees and applicants fairly and providing equal employment opportunities without regard to race, color, sex, religion, national origin or 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 or 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.