Technology Support II
On-siteMumbai, Maharashtra, India
Job Summary
Monitor production for anomalies, respond to alerts, and own major incidents end-to-end, including triage, escalation, comms, and restoration. Perform post-incident root cause analysis, track preventative actions, and implement permanent fixes to improve reliability. Build scripts and tools to reduce manual toil, enable self-healing, and apply AI-assisted practices to identify recurring interruption patterns. Execute operational policies to ensure uptime, coordinate with dev/infrastructure partners for deployments, and drive trend analysis across the full stack. Requires 2+ years of IT troubleshooting experience, on-call readiness, and knowledge of observability tools like Splunk and Geneos.
Required Qualifications
- 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud
- Exposure to observability and monitoring tools and techniques
- Experience supporting Kubernetes/containerized workloads on AWS
- Hands-on incident response, on-call readiness, change control discipline, operational risk awareness, and measurable reliability outcomes (uptime, latency, error rates, MTTR)
- Databases (working knowledge/support): Oracle, Cassandra, PostgreSQL, CockroachDB, MongoDB
- Scripting/automation: Shell, Python
- Ability to build utilities and automation for operational workflows
- Observability/Telemetry tools: Splunk, Dynatrace, Grafana, Datadog, ITRS Geneos (monitoring, alerting, dashboards, log/metric/trace triage)
- Schedulers: Control‐M, Autosys (operational support and troubleshooting)
- Working knowledge of using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity
- Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations
Desired Qualifications
- Knowledge of one or more general purpose programming languages or automation scripting
- Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework
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