Description

Responsibilities:

• Monitor production alert channels (PagerDuty, Grafana, Nagios, Site24x7, Slack alert channels) continuously during assigned shift
• Triage incoming alerts, assess severity, and respond within defined SLA targets
• Follow SOPs to investigate, acknowledge, silence, or resolve alerts across products including Pinnacle, Social Integrations, Programmatic, Publisher, Measurement, and TechOps
• Raise Freshservice tickets for all actionable alerts and maintain accurate ticket status throughout the lifecycle
• Execute alert silencing via AlertManager using correct durations; avoid short silencing windows that cause ticket re-inflation
• Escalate unresolved or out-of-scope issues to Tier 2 and Tier 3 teams via PagerDuty with sufficient context and findings documented
• Validate root cause before escalating , avoid passing incomplete or unclear information upstream.
• Coordinate with DBA, Analytics, SI, DataOps, and SRE teams through Slack alert threads, following proper tagging protocols
• Avoid directly pinging on-site DV team members; route escalations via defined channels and the @support_group alias
• Execute Kubernetes pod scaling procedures (e.g., incremental scaling via Grafana/Lens) as directed by Tier 2 leads
• Monitor Salesforce loader jobs and reprocessing pipelines, following documented runbooks
• Run Snowflake queries using the alert conditions
• Trigger pipeline reruns (DAG tasks, Rivery rivers, Rundeck jobs) per SOP when applicable
• Verify certificate status on Site24x7 and confirm renewals post-update

Key Skills

Education

Bachelor's degree