Incident Resolution Specialist

2 days ago

Varanasi, Uttar Pradesh, India beBeeincidentresponse Full time ₹ 20,00,000 - ₹ 25,00,000

We are seeking a skilled Incident Response Coordinator to join our team. The role will be responsible for investigating production issues, facilitating issue resolution, and tracking problem tickets in Jira.

This position requires strong analytical, problem-solving, and collaboration skills, as well as a basic understanding of systems architecture for cloud-hosted applications.

The ideal candidate will have at least 8 years of experience in IT, a university degree in a relevant field, and excellent written and verbal communication skills in English.

  • Key Responsibilities:
  • Investigate production issues reported by customers, Support, and Engineering.
  • Facilitate issue resolution and root cause analysis (RCA) by serving as a liaison between Support and Engineering.
  • Track problem tickets in Jira and create incident analysis reports with Engineering team support.
  • Perform log file analysis using Datadog and debugging of basic REST API calls for investigations.
  • Execute SQL database queries to provide additional information for investigations.
  • Create and update knowledge base articles in Confluence.
  • Participate in security audits (PCI DSS, ISO 27001, SOC2) and prepare supporting evidence.

Required 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 for cloud-hosted applications.
  • Data analysis skills for 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, preferably AWS.
  • Experience with REST APIs and tools like Postman.
  • Experience with application logging/monitoring tools like Kibana and Datadog.
  • Experience with SQL, Linux, and 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 like Java, Python, JavaScript, Go.
  • Experience with Docker and Microservices.
  • Network and application security.
  • Working within a PCI DSS environment.

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