Description

You provide first and second level production support for international eCommerce solutions.

Responsibilities

• Respond to P1 critical site-down issues by opening conference bridges and facilitating rapid problem resolution.
• Perform 24x7 health checks on eCommerce websites, databases, and backend systems, including restarting cronjobs and processes.
• Triage production tickets by gathering Gray logs and consolidating detailed information to meet established SLAs.
• Document Root Cause Analysis (RCA) for P1 incidents and build out Problem Management processes.
• Maintain Level 1 support documentation within Wiki/Confluence and manage incident notification distribution lists.

Required Skills

• 8 years of experience in production support or incident management roles.
• Proficiency in managing and resolving issues via Jira tickets.
• Experience performing triage and log analysis using Gray logs.
• Ability to provide 24x7 coverage, including nights, weekends, and on-call rotations.
• Strong communication skills for collaborating with engineers, architects, and business stakeholders.
• Demonstrated ability to work under pressure during high-priority crisis situations.
• Proven experience with incident management and meeting strict SLAs.

Preferred Skills

• Coordinate change approvals for production releases and manage quarterly audits for VPN and production user access.

Key Skills

Education

Not specified