Angel and Genie
Location
Bangalore | India
Job description
Job Description :Job Responsibilities :- Monitor the critical applications and proactively notify whenever there is any deviation , to name a few like Kibana, Crashlytics, APM, Cloudwatch, etc. - Open and track tickets through resolution and give summary reports to customers. - Diagnose software, hardware, networking and systems failures.- Execute resolutions to problems and follow standard practices.- Determine, record and work with team to revise current procedures to enhance customer satisfaction. Develop troubleshooting tips and tools to use in diagnosis.- Develop best practices and guidelines for technical support. - Efficient handling of on-ground incidents. - Review Meeting with Internal & External stakeholders (weekly / Monthly). - Following defined escalation path when needed. - Re-routing misdirected incidents that have not been handled in a timely manner. - Service Improvement Plans for Technology.- Work with Incident Resolution Team and respective SDMs / IT SPOCs for faster restoration of services. - Communicating across organizational boundaries - from engineers through to senior managers.- Adhering to defined internal & external SLAs Night Shift Skills - Ability to think logically Problem solving skills - Basic knowledge of ITIL framework - Basic knowledge on Agile methodology - Networking Knowledge - Basic knowledge on API and IOT Basic Knowledge on Atlassian Suite - Communication and Stakeholder Management - Hands-on experience in Kibana, Firebase, APM, Grafana Knowledge of OS Linux (ref:hirist.tech)
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