Track Lead-Application Support

2 months ago

Bengaluru, India Jio Full time


Job Mandate :

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

Please mention minimum grade/percentage, if over and above organizational guidelines, as well as names of institutes, if applicable)

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