Roles and Responsibilities:

• Responsible for the day-to-day proactive monitoring of the application systems in operation, including tasks related to identifying, troubleshooting application issues, provide issues resolution or trigger escalation.
• Monitor Infrastructure alerts on communication channels.
• Quickly responds to incident alerts and support calls.
• Responding to customer queries in a timely and accurate way, via phone, email , chat, support tickets.
• Ensure Troubleshooting is performed and a full root cause analysis is performed to understand the origin of an issue
• Ensure SLA and priorities are respected
• Identifies, and coordinates with teams that are critical to the event's resolution.
• Responsibilities also include root cause analysis, management communication and customer relationship management in partnership with Infrastructure Service Support team members.
• Interprets and disseminates the information to a variety of audiences, including support teams and internal leadership
• Work on scripting tasks to Provide periodic data as per requests, update bulk data.
• Share feature requests and effective workarounds with internal teams, and communicate to the end customer.
• Ensures all production changes are made in accordance with life-cycle methodology.
• In depth Functional knowledge of the application(s) supported and inter dependencies.
• Responsible for coaching and mentoring less experienced team members and act as a subject matter expert for the product.

Experience: (1-5yrs)

• 1+ years in an application monitoring and support role
• 1+ years using MongoDB, Express, Angular, Node (MEAN Stack)
• 1+ years of combined experience working in AWS services, Agile, CI/CD, DevOps environments.
• 1+ years Incident Management tool
• 1+ years in Project Management tool.
• Strong communication skills with the ability to capture and articulate technical and non-technical details.
• Excellent computer proficiency (MS Office – Word, Excel and Outlook)
• Must have professional degree

Good to have

Working knowledge of SQL, Java related technologies