Job Description

Required Technical Skills:

Must have knowledge of Production Application Support as an SRE L2 Lead.
Working knowledge and hands-on experience in Level 2 support for eCommerce platforms such as Shopify and Blue Yonder.
Hands-on experience in monitoring, logging, alerting, dashboard creation, and report generation using monitoring tools such as AppDynamics, Splunk, Dynatrace, Datadog, CloudWatch, ELK, Prometheus, and New Relic.
This engagement uses New Relic and PagerDuty; therefore, experience with these tools is highly desirable.
Should be able to write SQL queries to fetch and analyze data from New Relic databases and other relevant sources.
Should be capable of investigating logs and leveraging basic Java skills to develop scripts when required.
Must have knowledge of ITIL processes, specifically:
Alert Management
Incident Management
Change Management
CAB (Change Advisory Board)
Production Deployments
Risk Assessment and Mitigation Planning
Should be able to lead P1 incident calls, provide incident briefings to customers, and proactively engage relevant teams and stakeholders throughout the incident lifecycle until RCA completion.
Should have experience in building and executing SOPs and runbooks, and working with ITSM platforms such as Jira, ServiceNow, and BMC Remedy.
Experience working with Postman.
Should be able to collaborate effectively with development teams and cross-functional teams across multiple time zones.
Should be able to generate Weekly Service Reports (WSR) and Monthly Service Reports (MSR) by extracting and analyzing ticket data from ITSM platforms