Support Engineer

Position Summary :

The Senior Production Support Engineer will be responsible for handling all customer tickets and is part of providing technical support to OEM operations team and customer responding to issues related to problem / incident, release / deployment, application or infrastructure monitoring, data and governance issues. The candidate is required to troubleshoot issues based on tickets and need to part of rollouts and continuous improvements. The candidate has to support both internal and customer requests,shall be willing to work in 24x7 shifts

Supervisory Responsibilities :

No

Job Responsibilities :

• Provides support for triaging problems and coordinating with various support teams across the organization and carryout activities related to incident and problem management.
• Evaluating, troubleshooting, debugging, identifying root cause and resolving issues / addressing customer needs in timely manner.
• Responds to requests and inquiries from users within the pre-determined timeframe of our service level agreement.
• Communicates with line of business and management the overall status and health of the application.
• Looks for areas of improvement in monitoring, application stability, and speed of determining root cause
• Provides real-time restoration and triaging of issues impacting technical services (application / infrastructure) to OEM and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period
• Mentoring / training other team members as well creating technical documentation.
• Work in rotational shifts and provides 24x7 on call support.

Basic Qualifications :

Preferred Qualifications & Desired Competencies :

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Skills Required

Nginx, coreos , Tomcat, Cassandra, Prometheus, Kafka, Shell Scripting, Apache, Redis, Jenkins, Docker, Linux, Application Support, Gitlab, Centos, Nagios, Mongodb, Kubernetes, Icinga, Aws