Production Support Engineer 2

2 weeks ago

Bangalore, India Piramal Capital & Housing Finance Limited Full time

QUALIFICATION:

Bachelor’s degree in Computer Science, Information Technology or IT related field

EXPERIENCES:

  • Bachelor’s degree in Computer Science or equivalent technical degree
  • 2+ years’ experience of relevant professional experience with Support to achieve operational excellence
  • Understanding of Java based application, SaaS software and administration, including troubleshooting experience with web and mobile based applications
  • Python is mandatory for Automation and script writing
  • Basic knowledge of DevOps (Git, Jenkins, Docker, Kubernetes and AWS(Ec2,S3,Cloud watch, Load balancer)
  • Preferred experience working with web technologies (e.g. JavaScript, React, HTML, CSS)
  • Highly technical, good understanding of Postgres, Mongo DB, HTML, Kibana, AWS
  • Experience in managing and troubleshooting Linux servers in a production environment
  • Excellent knowledge in REST API, Micro services, Kafka
  • Experience in Monitoring tools like Prometheus, Grafana, Kibana and Log tools like Loki
  • Knowledge of Docker, Kubernetes and Cloud platform is an added advantage
  • Good knowledge of any ticketing tools like Jira, Service now etc.
  • Good oral and written communication skills
  • Good to have L 1 & L2 support knowledge with enhancement of the existing process
  • Strong analytical skills
  • Ability to prioritize and manage tasks
  • Excellent time management and problem-solving skills
  • Exceptional customer service skills

KEY RESPONSIBILITIES :

  • Answers, evaluates, and prioritizes incoming incident requesting Production Support
  • Recognizes problems, conducts research, provide resolutions, and follows up with user as needed, escalating more complex cases to the appropriate team
  • Be a subject matter expert for implementing and supporting customers
  • Triage product issues, provide workarounds where possible, and identify the root-cause
  • Create knowledge articles for internal and external use to foster a positive feedback loop
  • Prepares standard statistical reports, such as help desk incident reports
  • Provide on-call support for rotations and escalations
  • Collaborate with our Engineering team to resolve any issues that arise
  • Identify, recommend, and implement solutions that can improve the service
  • Required to work in a 18/7 shift pattern on a rotational schedule as well as covering weekends/public holiday

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