Description

Provide production support for international eCommerce solutions, ensuring website availability and operational stability.

Responsibilities

• Provide 1st level support for production issues logged via Jira tickets.
• Respond to P1 site-down crises by opening conference bridges and facilitating resolution with SIP teams.
• Perform 24x7 health checks on eCommerce websites, databases, and backend systems, including restarting cronjobs and processes.
• Triage issues, gather Gray logs, and document Root Cause Analysis for P1 incidents.
• Coordinate with 3rd party systems and manage quarterly audit reviews for VPN and production user access.

Required Skills

• 5+ years of experience in production support or incident management.
• Proven ability to manage P1/P2 incidents and meet established SLAs.
• Experience with Jira for ticket management and tracking.
• Proficiency in conducting database queries and monitoring backend systems.
• Ability to work on a 24x7 rotational on-call basis, including nights and weekends.
• Strong communication skills for collaborating with Business Stakeholders, Engineers, and Solution Architects.
• Experience documenting technical processes in Confluence or Wiki.
• Capability to manage multiple support tickets simultaneously under pressure.

Preferred Skills

• Experience with Gray log monitoring tools.

Key Skills

Education

Any Graduate