Consultant

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.

Candidate Requirements Experience & Communication ● Experience: 3-5 years of professional experience in application support across multiple geographical locations. ● Work Model: Proven experience working in a 24/7 rotational shift model (Mandatory). ● Communication: Exceptional written and oral communication skills for effective stakeholder management. Technical Proficiencies ● Core Tech: Solid experience with SQL, Linux, and Scripting (Bash, Python, Dockers, Kubernetes, for Log analysis & etc.). ● Process Knowledge: Strong understanding of ITIL Processes. ● Methodology: Familiarity with Agile methodologies. ● Analytical Skills: Basic level proficiency in conducting Root Cause Analysis (RCA).