About the role
Responsibilities:
- Monitoring the production system and ensuring its performance and stability.
- Action on issues reported by L1/monitoring teams. Coordination with L3/vendor team for restoration of any faults.
- Trouble ticket resolution - Resolve day-to-day customer issues.
- Coordination with IT/network teams to resolve any operational or functional issues.
- Responsible for answering ad hoc requests from various teams.
- Analyse the Logs and try to resolve the issues, escalate issues well in advance and suggest alternative approaches.
- Analyse and Automate Healthchecks, performance metrics-related data extraction, etc.
- Deploy CRs on production environments and ensure smooth system performance.
- Follow ITIL processes and exhibit expertise in Incident, problem, and change management.
- Ensure SLA compliance for application and trouble tickets.
- Proactive competence development of self in new solution areas and certifications.
- Provide effective 360-degree feedback on the ailing elements in the current solution and co-ordinate with the Design team/L3/ Vendor to fix them.
Requirements:
- Hands-on experience in troubleshooting enterprise SOAP/REST API-based applications running on OpenShift Container Platform (OCP).
- Proficient in HPSM ticket management and production monitoring using Grafana, AppDynamics, and Nagios.
- Proficient in Kibana/grey-log analysis for API transaction tracing, exception analysis, production incident investigation, application defects, and Root Cause Analysis (RCA).
- Collaborate with cross-functional teams to resolve complex production issues, support application deployments, and ensure stable and reliable service delivery.