Incident Manager IV - Production Support

Role Purpose :

This is an engineering position, not a management position.

Role Value :

Key Responsibilities :

- Investigate production issues raised by customers, Support and Engineering

- Create and track progress of problem tickets in Jira

- Create incident analysis reports with the support of Engineering teams

- Perform log file analysis with Datadog

- Debugging of basic REST API calls for investigations

- Execute SQL database queries to provide more information for investigations

- Create and update knowledge base articles in Confluence

- Participate in security audits (PCI DSS, ISO 27001, SOC2) and preparing supporting evidence

Skills & Qualifications :

Must-Have Skills :

- Working experience of at least 8 years in IT (SRE, sysadmin, developer, QA, technical support, or similar)

- University degree in a relevant field

- Strong analytical, problem-solving and collaboration skills

- Basic understanding of systems architecture of cloud hosted applications

- Data analysis skills - creating and interpreting dashboards to distinguish between real issues and false positives

- Project management and documentation skills such as Jira and Confluence

- Excellent written and verbal communication skills in English

- Knowledge of cloud, preferably AWS, infrastructure components

- Experience with REST APIs and tools e.g. Postman

- Experience with application logging/monitoring tools e.g. Kibana, Datadog;

- Experience with SQL, Linux & Network environments

- Willingness to learn new technical skills