Position Specific Requirements
Incident handling, Issue analysis, Investigate & Gather necessary data/insights
Incident escalation based on workflows
In case of priority incidents , bridge the calls with multiple stakeholders and ensure resolution stakeholder is identified and assigned to incident
Monitoring Dashboard of cloud applications
Monitoring and acting based on the auto-alerts generated from system using runbooks
Monitoring and Handling of the slack Datadog alerts
Report creation and publishing to required stake holders
Coordinating with multiple stakeholders across different geographies to ensure the ticket closure
Execute sanity check for the application (iOS, Android) as & when required
Responsible for maintaining the procedures/run books, workflows, work instructions used by the ops team
Fulfil any ad-hoc data or report request queries from different functional groups
Position Specific Skills
2+ years of experience in Level 2 Application (mobile & web) support
Expertise in application and backend issue triage & analysis. Should have analyzed failures, error logs, done basic analysis, gather inputs and coordinate with Level 3
Knowledge on cloud monitoring tools such as AWS CloudWatch, Datadog , ELK
Hands on experience in Application monitoring, Incident management, SLAs & Escalations
Proven experience in using any major ITSM tools (JIRA preferred)
Hands on experience with good command on Database (SQL & NO SQL ) handling
Good command in Microsoft Office suite
Strong analytical and problem-solving skills
Willing to work in rotational based 24X7 multiple Shifts
Good to have skills:
Experience in handling Apple app-store and Google Play store
Knowledge about source code version control, DB Optimization.
Experience in Change Management Process
Connected car feature understanding
QA Testing of Web or Mobile apps
