Responsibilities:
- Monitor and troubleshoot production issues (Linux VMs, Vendor Product, SFTP).
- Collaborate with cross-functional teams to identify and resolve production issues.
- Perform root cause analysis and provide solutions to prevent future issues.
- Create and maintain documentation related to production issues and resolutions via JIRA.
- Implement and maintain processes and procedures to improve production support.
- Provide daily, weekly, and monthly reports on system performance and issue status.
- Ensure proper deployment and release of software updates & infrastructure patches/upgrades.
- Participate in on-call rotation and respond to production issues after business hours. There are two shifts, Morning (7 AM to 4 PM) and Afternoon (2 PM to 11 PM), running 7 days a week.
- Deployments during silent hours.
- Development work within the vendor product (about 10%-20% of time).
Preferred Qualifications:
- Bachelor's degree in Computer Science or related field.
- 2-4 years of experience in Production Support or related role.
- Strong technical skills in Java, SQL, UNIX, and scripting languages.
- Ability to troubleshoot and resolve complex production issues efficiently.
- Excellent problem-solving and analytical skills.
- Effective communication skills to collaborate with cross-functional teams effectively.
- Willingness to participate in on-call rotation.
