Production Resolution Specialist

3 days ago

Vadodara, Gujarat, India beBeeTechnical Full time ₹ 19,14,386 - ₹ 24,32,717

Job Opportunity:

You will be a key member of our Support, Engineering and Infrastructure teams as a Production Resolution Specialist.

This is an engineering-focused position where you will empower a better experience for our customers by organizing and driving the investigation of production issues in our application.

The application is a SaaS product consisting of Spring based microservices, ML models and data pipelines hosted within the AWS infrastructure.

Your work will directly contribute to greater customer satisfaction by providing information about product issues in a timely manner.

  • Investigate production issues raised by customers, Support and Engineering
  • Work as a liaison between Support and Engineering to facilitate issue resolution, root cause analysis (RCA), and drive the implementation of learnings
  • Create and track progress of problem tickets in Jira
  • Create incident analysis reports with the support of Engineering teams
  • Perform log file analysis with Datadog
  • Debugging of basic REST API calls for investigations
  • Execute SQL database queries to provide more information for investigations
  • Create and update knowledge base articles in Confluence

Key Responsibilities:

Must-Have Skills:

  • At least 8 years working experience in IT (SRE, sysadmin, developer, QA, technical support, or similar)
  • University degree in a relevant field
  • Strong analytical, problem-solving and collaboration skills
  • 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

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