Consultant

Key Responsibilities Production Support & Incident Management ● Response & Resolution: Adhere to defined On-call processes and strictly follow Ticket Resolution SLAs. ● Root Cause Analysis: Track and analyze recurring issues and support activities, collaborating with Production Support Engineers (PSEs) to identify root causes and implement permanent fixes. ● Issue Oversight: Oversee the timely response and resolution of all production issues, prioritizing based on business impact. ● End-to-End Troubleshooting: Coordinate and facilitate the troubleshooting and recovery of complex, end-to-end problems that span multiple teams and technical layers. ● Stakeholder Communication: Provide crisp, timely updates to all stakeholders (intra-team and inter-team) via standups, emails, and meetings. ● Ownership: Self-unblock when necessary; for features with widespread impact, coordinate with stakeholders with minimal supervision. System Monitoring & Automation ● Operational Monitoring: Ensure monitoring SLAs are met by proactively actioning system anomalies and alerts. ● Efficiency: Drive automation initiatives for better system monitoring and prompt issue detection/remediation.

● Backlog Management: Participate in functional debt backlog grooming and work toward significant on-call reduction through triaging. Collaboration & Domain Expertise ● Cross-functional Engagement: Collaborate with Business, Product Management, and Development teams to drive issues to closure and understand the changing production landscape with new feature releases. ● Continuous Improvement: Drive product and process improvements to reduce response and resolution times. ● Domain Knowledge: Maintain a strong understanding of the functional domain (e.g., Warehouse Management Systems), performance/scalability concepts, and the underlying tech stack.

Candidate Requirements