Description

You will manage high-level technical escalations and system monitoring to ensure operational stability.

Responsibilities

• Handle Hypercare escalations to resolve issues and minimize operational impact.
• Monitor dashboards and alerts to proactively identify and address potential system issues.
• Perform triage using Logz and New Relic to troubleshoot and resolve incidents based on log data.
• Collaborate with L2 Helpdesk and cross-functional teams to resolve complex technical problems.
• Maintain documentation of incidents, resolutions, and technical best practices.

Required Skills

• 5+ years of experience in L3 or Tier 3 support roles.
• Proven experience with Logz and New Relic for triage and troubleshooting.
• Strong analytical skills for drawing conclusions from system data and logs.
• Proficiency in Python for writing automation scripts.
• Solid understanding of IT infrastructure and systems.
• Ability to communicate technical information clearly to internal stakeholders and clients.
• Experience working within an L2 Helpdesk escalation framework.

Preferred Skills

• Bachelor's degree or any graduate degree.

Key Skills

Education

Any Graduate