Technical Response Coordinator

3 days ago

Erode, Tamil Nadu, India beBeeIncident Full time ₹ 12,41,000 - ₹ 18,33,000

Job Opportunity:

We are seeking a skilled Incident Manager to be the bridge between our Support, Engineering and Infrastructure teams. This role is responsible for coordinating and driving the investigation of production issues in our SaaS product.

This position is focused on technical skills, not management responsibilities.

The ideal candidate will have a passion for delivering high-quality products, exceptional customer service, and a drive to improve our services.

Key Responsibilities:

  • Investigate production problems 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
  • Analyze log files using Datadog
  • Debug basic REST API calls for investigations
  • Execute SQL database queries to provide more information for investigations
  • Create and update knowledge base articles in Confluence
  • Participate in security audits and prepare supporting evidence

Requirements:

  • 8+ years experience in IT (SRE, sysadmin, developer, QA, technical support)
  • University degree in a relevant field
  • Strong analytical, problem-solving and collaboration skills
  • Fundamental understanding of cloud-hosted application systems architecture
  • Data analysis skills - creating and interpreting dashboards
  • Project management and documentation skills
  • Excellent written and verbal communication skills in English
  • Knowledge of cloud infrastructure components
  • Experience with REST APIs, application logging/monitoring tools, SQL, Linux & Network environments

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