Provide 24x7 support and ensuring 99.97% uptime of SaaS platforms and applications.
Independently resolve and restore major technical issues to meet the uptime commitment.
Expected to be available on-call any time for
Develop, deploy and continually improve the telemetry, monitoring and automation (self-heal, self-help, self-service) of the SaaS platform and the applications
Ensure the Cloud Infrastructure, platform components and applications are secured and safeguarded via strong controls, monitoring and security incident management
Root Cause Analysis of incidents end to end and demonstrate quantifiable technological, stability and process improvement SaaS platforms and applications
Enable technology support teams, customers and business users by building and continually developing knowledge base driven by analysing practical usage/issues and related challenges.
Will be primary point of contact for communication, guidance and active responses.
Should be the liaison between Support and Product engineering teams to communicate customer issues and priorities proactively
Maintain SLA including maximum allowable response and rectification times and follow escalation procedures
Maintaining operational, configuration, and other Standard Operating Procedures
Required Candidate profile
UG/PG degree in Engineering/Technology or equivalent degree from a reputed institution
4+ Experience in a role of Application Support Expert for SaaS/Product solution with the above-mentioned technologies.
Good exposure in implementing and handling Ticketing Systems like JIRA, confluence etc.
Good knowledge of support model with DEVops integration in Agile projects
AWS Cloud Infrastructure, good Understanding of delivery platform, REST API and JSON
Should be familiar with engineering practices, architecture / workflows, used cases etc.
candidate worked as a Java/PHP developer will be an added advantage
Excellent verbal and written communication skills and Strong business and technical vision
Ability to handle multiple competing priorities in a fast-paced environment
Exceptional customer relationship skills including the ability to discover the true requirements underlying feature requests, recommend alternative technical and business approaches, and lead engineering efforts to meet aggressive timelines with optimal solutions