JOB RESPONSIBILITIES :

Below are key role and responsibilities for this position :

- Resolve business /functional issues which couldnt be resolved by L1 team

- Interact with L1 and keep run-books and Standard support operational procedures(SOP) up-to-date

- Perform Ad-hoc support tasks and prepare reports for business

- Troubleshoot all the new incidents/issues for which knowledge base is not available and escalated by L1 team

- Resolve the incidents/issues and service requests as per agreed SLA

- Follow the escalation process to escalate to L3 team or next level of support as per escalation metric if unable to resolve the issue within agreed time window

- Prepare the Incident post-mortem / RCA(Root cause analysis) report of incidents and share it with all the stakeholders within agreed timeline

- Perform the shift handover activities as per agreed SOPs

- Participate in problem management, change management, knowledge management, even management etc.

- Update knowledge base with new learnings, changes in resolution steps etc. in timely manner

- Ensure SLA/KPI (under control of L2 team like incident response time are met and collect/update data of it in required tools

- Help shift/team lead to prepare to various operational reports required by internal and external stakeholders

- Contribute to support reusable assets and internal knowledge sharing sessions

- Work to build-up skills for L3 support level

- Work on POC of different solutions, tools etc. POC

- Coordinate with L1 and L3 engineers (as per case requirement) on various issues, incidents, service requests, user queries, various changes in environment, various events etc.

- Work on automation of manual activities if possible and share the details of automation opportunities with L3 team

Personal Attributes :

- Systematic problem-solving approach, coupled with effective communication skills and a sense of drive

- Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution

- Should be flexible to work in all shifts

- Ability to prioritize when under pressure

- Excellent verbal and written communication skills.

SKILL REQUIREMENTS

Must Skills :

- 6+ years of industry experience in the field of Application / Infrastructure Support and Maintenance

- Understanding of different Natural Language Processing Concepts

- Understanding of AI / ML, Deep learning, Generative AI , LLMs and Frameworks like Langchain , Llamaindex

- Experience with Python, Node JS and React programming languages.

- Knowledge of SQL and experience with relational databases.

- Have good understanding of Google Cloud Platform and Google Kubernetes Engine

- Have understanding of how cloud infrastructure is setup, applications are deployed, various services are setup and used etc.

- Good understanding of containerization and image management.

- Experience in working with development teams to containerize applications using Docker and ensure smooth deployment.

- Familiarity with DevOps and CI/CD pipelines (e.g., Jenkins, Cloud Build, or GitLab CI/CD).

- Knowledge of tools like Terraform or Ansible to automate infrastructure provisioning and management.

- Have good exposure of ITIL Processes like Incident Management, Problem Management, and Knowledge Management etc.

- Excellent communication and documentation skills.

- Strong problem-solving and analytical skills.

- Open to work in a 24X7 shift.

- Have good knowledge of Ticketing Tools like ServiceNow, Jira Servicedesk, Remedy etc.

- Have good level of production issues troubleshooting and analysis covering :

- Environment setup understanding

- Process level debugging & server-side troubleshooting

- Server configurations

- Have ability to demonstrate functional and technical architecture knowledge and correlate between the two from past experiences

Nice to have Skills :

- Have ability to write complex SQLs, procedures etc.

- Have some exposure of cloud technologies

- Have understanding of how cloud infrastructure is setup, applications are deployed, various services are setup and used etc.

- Have ability to understand the technical errors in the application log and understand the solutions provided by L3/Development teams at least at high level

- Google AI and Google Associate Cloud Engineer certification.