Core responsibilities

• Responsible for managing day-to-day support activities in the form of incident and service requests.

• 3rd-line support for incidents/tickets received.

• Manage escalations from other customer-facing teams & isolate the issues with proper Troubleshooting/debugging steps.

• Root cause analysis & Incident report to Management teams and Stakeholders.

• Work on improvement/maintenance projects for process improvements.

• Reporting and escalation of critical issues.

• Setting up alerts in monitoring systems.

• Providing the required status updates to Stakeholders on various tasks.

• Automate the processes wherever possible.

About you

• A graduate in any discipline with 2-3 years of experience in Operations / Application support.

• Hands-on experience in supporting cloud-based applications.

• Good grasp of database (MySQL, MSSQL) concepts and scripting.

• Experience in troubleshooting server-related issues.

• Experience in SQL scripting, and AWS/Azure.

• Should have a good understanding of RDBMS.

• Familiar with monitoring (DataDog), ticket management (JIRA), and source control (GitHub) tools.

• Exposure to PHP, DevOps and Azure/AWS Cloud technologies.

• Knowledge of Dev-Ops Tools would be a bonus skill.

• Ability to work with a high level of independence.

• Should be a quick learner and result oriented.

• Demonstrate a high degree of self-motivation and tenacity to get the tasks done.