Lead Support Engineer

What You'll Do :

• Handle Level 1 escalation of all PD alerts, Customer Slack requests, Security Defects
• Own Infrastructure Maintenance activities (Restack, Upgrades) of all Data Movement and Data Reliability AWS resources on schedule
• Manage the L1 Oncall Runbook lifecycle
• Updating the runbook with latest instructions
• Versioning and change log
• Drive end to end Change Management process that includes but not limited to
• Create CRs with proper release and roll back plans
• Maintain Documentation evidence as guided by Audit and ISO Standards
• Decommissioning of UIP Pipelines / AWS Resources
• Drive Program activities that require stakeholder communications & collaboration (Data collection etc)
• Support platform users maintenance activities (DB Maintenance, Security Patching etc)
• Perform Bi-Monthly Self Audits and Identify gaps in ISO Standard compliance
• Implement ISO Standards to ensure Data Movement Platform is ISO Compliant
• Provide 24
• 7 support for all incidents and problems related to the supported applications.
• To involve and provide support during the war room activity of Tax peak Jan 2025 to Apr 2025
• Maintaining Dashboards and addressing any anomaly
• Release support during downtime windows and production releases
• Post release validation and support on application and AWS that includes monitoring, on call support, operational excellence and timely sign off from dependent component releases
• Post release monitoring
• Follow of the escalation metrics for any kind of support requirement towards timely delivery
• Monitor & Resolve Non 7216 PD Alerts
• Critical Pipeline monitoring during business peaks (Monthe End, HCAP, Tax Season etc)

Expertise You'll Bring :

Skills Required

Change Management, Aws