Description

Key Responsibilities

• Coordinate production incident response and work with application, infrastructure, database, network, platform, and support teams to resolve issues.
• Support critical ecommerce business functions, including checkout, order processing, payments, inventory management, promotions, and fulfillment integrations.
• Use Dynatrace and Splunk to analyze logs, metrics, traces, service health indicators, latency, error rates, and system dependencies.
• Design and maintain operational dashboards for engineering teams and business stakeholders.
• Improve monitoring and alerting by defining effective thresholds and reducing unnecessary notifications.
• Conduct root cause analysis, document findings, and implement corrective and preventive actions.
• Develop and maintain operational documentation, runbooks, standard operating procedures, and troubleshooting guides.
• Identify opportunities for automation to improve operational efficiency and incident response.
• Provide technical guidance to engineers and support collaboration across distributed teams.
• Communicate system status, business impact, risks, and remediation plans to stakeholders.

Required Qualifications

• 8+ years of experience in Site Reliability Engineering, Production Support, DevOps, Platform Engineering, or Application Operations.
• Strong hands-on experience with Dynatrace and Splunk.
• Solid understanding of microservices, APIs, distributed systems, Kubernetes, containers, and cloud platforms.
• Experience supporting large-scale ecommerce or enterprise production environments.
• Knowledge of incident management, root cause analysis, monitoring, alerting, and service reliability practices.
• Experience troubleshooting application performance issues, including latency, throughput, error rates, resource utilization, database performance, and external service dependencies.
• Strong written and verbal communication skills.
• Experience leading technical teams and coordinating work across multiple locations.

Preferred Qualifications

• Experience in retail or ecommerce environments.
• Familiarity with checkout, payment, order management, inventory, or fulfillment systems.
• Knowledge of Dynatrace DQL, Grail, Smartscape, Davis AI, OpenPipeline, and Service Level Objectives (SLOs).
• Experience with ServiceNow, Jira, PagerDuty, Microsoft Teams, or similar operational tools.
• Experience with Python, shell scripting, or other automation technologies.
• Exposure to automated incident analysis, runbook automation, or self-healing operational workflows

Key Skills

Education

Bachelor's degree