Application Support Track Lead

3 months ago

Bengaluru, India Jio Full time

Job Specification Form

Reporting to (Position): Function:

Unique Job Role (UJR): Track Lead

Platform Lead: Jio Platforms

Business Unit:

Job Mandate (To be used for SELECTION INTERVIEWS)

Reliance is treading on an exciting new business journey exploring the online channels in retailing. We need techno-functional experts who will join hands in achieving these goals. We are looking for engineering professionals who can revolutionize customer experience & convenience in the digital environment. You can be a part of developing and launching new services for Reliance across channels web, tablet, mobile, and future channels. Youll have the opportunity to design, develop and support innovative solutions across a variety of applications, platforms and environments, building tomorrows technologies. Youll put your skills, experience and passion to work in an entrepreneurial environment where success is rewarded.


Key Responsibilities

  • Application Operations & Management:
    • Manage day to day operations, application KPIs, service KPIs, escalations and ticket SLAs.
    • Participate in Sev1 & Sev 2 issues and drive towards resolution. Ensure RCAs and action items are documented and closed as per the problem and service management guidelines.
    • Review the Volumetrics /traffic/routing patterns and business KPI trends and guide SME/L2 to identify abnormal patterns/deviations that may cause system issues in future.
    • Assist the track lead/platform lead in evaluating and defining the KPIs to ensure the process of ongoing improvement.
    • Guide App Leads / SME / L2 teams in improving application observability on an ongoing basis.
    • Conduct regular interlocks with Product / Development / Program team in prioritizing production defects, exceptions and repeated alerts.
    • Ensure all the cadence meetings and deliverables are adhered to as per organizations set standards.
    • Assist in timely reporting of critical issues to the management and generate MIS.
    • Ensure all the documents, run books and learning materials are up to date and defined learning cadence of team and self is adhered to.
    • Ensure healthy work culture that meets organizational standards and maintain team strength by timely appraisals and hiring.
  • Change Management:
    • Review changes along with SMEs and assess end to end impact and limitations that might destabilize or impact existing functionality.
    • Ensure changes are thoroughly tested in Replica environments and meets all the production standards.
  • Application Onboarding & New Projects:
    • Lead the Project activities (Upgrades, migration, new product implementations) and attend solution walkthrough and HOTO.
    • Participate in onboarding of new functionality and service.
    • Support the project deadlines by timely completing all the desired HOTO process.
    • Ensure the new services are thoroughly tested in Replica and meets all the production standards.
    • Ensure Proper communication and updates to all stakeholders in project and senior management.
    • Create Lessons learned document on closure of Project for use in future projects.
  • Information Security & Audit Compliance:
    • Participate in all Application security concerns (InfoSec observations, BAVAMA tasks) and are actioned and closed on priority basis.
    • Lead all Audit, Compliance and Regulatory tasks, specific tracker for expedited closure with support from the security operations team.

Educational Qualifications

  • Graduate in any engineering
  • PG in Engg / Mgt. will be an added specialization advantage

Years of Experience (minimum & maximum)

  • 12 years to 15 years

What are the organizations that the candidate should have worked for? (Indicate which criteria are mandatory)

Amazon, Tata Cliq, Flipkart, Walmart, SAP, IBM, TCS, Infosys, Cognizant, Unicommerce, Increff, Magento Commerce, Myntra, Landmark, Wipro, HCL


Knowledge & Skills (Indicate which criteria are mandatory)

  • Must have min 18 years of recent experience in Application Support/Technology Support / DevOps / CloudOps, and should be ready to work in a 24 X 7 support environment
  • Must have lead support teams of L1, L2, SMEs in any technology operations environment that practices ITIL and DevOps principles
  • Must have working knowledge of Unix Commands, Shell Scripting, PL/SQL, NOSQL, JCL, Programing Language: Java, Python
  • Must be hands on with observability tools like ELK, Kibana, Grafana, AppD, Splunk or any other similar tools
  • Must have domain knowledge in E-commerce, Retail, Consumer Goods, Supply Chain or any equivalent domain applications that have direct customer facing web or mobile applications
  • Must be hands on with analyzing logs, thread dumps, heap dumps, GCs etc.
  • Working/Functional knowledge of SAP Hybris, IBM Sterling, Magento Commerce, SAP or any other E-commerce platform would be an added advantage
  • ITIL foundation certifications will be added advantages
  • Good understanding of microservices architecture
  • Working knowledge of Dockers, Kubernetes, Cloud platforms would be added advantage
  • Strong written and verbal communication skills is must


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