Description

You will provide first-level support for eCommerece international markets to ensure website uptime and operational stability.

Responsibilities

• Provide 1st level support for production issues logged via Jira tickets.
• Respond to P1 site-down incidents by opening conference bridges, sending notifications, and facilitating resolution with SIP teams.
• Perform 24x7 health checks on eCommerce websites, database queries, and backend systems, including restarting cronjobs and processes.
• Execute Root Cause Analysis (RCA) for critical issues and build problem management processes.
• Triage issues, gather gray logs, and resolve or escalate production tickets to Level 3 support or architects.
• Maintain Level 1 support documentation in Wiki/Confluence and manage incident notification lists.
• Coordinate quarterly audit reviews for VPN and production user access.
• Facilitate change approvals for production releases and share weekly/monthly production dashboards.

Required Skills

• Experience with Jira ticket management.
• Hands-on experience with eCommerece environments.
• Ability to perform Root Cause Analysis (RCA) and triage production issues.
• Experience providing L2 support.
• Strong technical aptitude for backend systems and database queries.
• Excellent verbal and written communication skills for interacting with all organizational levels.
• Ability to work under pressure during crisis situations and P1 incidents.
• Availability to work 24x7x365 on a rotational basis, including nights, weekends, and holidays.
• Strong attention to detail and time management skills.

Key Skills

Education

Not specified