Description

You will provide second-level technical support, managing production defects and coordinating incident response.

Responsibilities

• Troubleshoot production defects and provide preliminary root cause analysis, impact assessment, and tactical fixes.
• Organize and lead scrum calls for P1/P2 issues, ensuring thorough documentation and escalation to scrum teams.
• Manage software releases by reviewing schedules, verifying release notes, and completing release checklists.
• Maintain runbooks and knowledge documentation, escalating gaps in documentation as needed.
• Monitor ServiceNow for active, aged, and high-priority incidents to ensure correct status and linkage to JIRA/problems.

Required Skills

• 5+ years of experience in technical support or production support roles.
• Proficiency with JIRA for issue tracking and management.
• Experience troubleshooting production defects and performing root cause analysis.
• Working knowledge of AWS and SQL.
• Experience working within a Scrum framework and participating in scrum calls.
• Strong technical documentation skills for runbooks and incident postmortems.
• Experience managing incident lifecycles via ServiceNow.

Preferred Skills

• Provide operational requirements for supportability during user story grooming and sprint planning.

Key Skills

Education

Any Graduate