Infosense Technologies
Location
Gandhinagar | India
Job description
Provide 24x7x365 rotational shift coverage at the Infosenseglobal Support Center at the Raysan, Gandhinagar Office for a US client.
Handle inbound phone calls from application users in English and provide support to resolve any reported issues.
Troubleshoot and classify issues based on severity and impact on operations.
Escalate critical issues to higher-level support or management as necessary and provide timely updates to stakeholders.
Maintain detailed and accurate trouble tickets in the helpdesk system with reported issues and any actions performed to mitigate the issue.
Monitor applications and IT infrastructure (Kubernetes Cluster, Grafana, Azure Diagnostic) to identify and resolve issues promptly, ensuring 247 uptime and performance.
Monitor system alerts and notifications, respond to incidents promptly, and take necessary actions to resolve issues.
Collaborate with development team to keep application monitoring processes updated with new features.
Generate regular reports on application performance metrics, issues, and resolutions for management review.
Monitor data backup processes to ensure data integrity and availability
Minimum qualifications
The role requires working in rotational shifts, including weekends and holidays to provide 24x7x365 coverage for the Infosenseglobal Support Center at the Raysan, Gandhinagar Office. Remote work is not available for this position.
Strong English communication skills, both verbal and written.
Diploma or Bachelor's degree in Computer Science, Information Technology, related field or relevant practical experience.
Strong proficiency in application monitoring tools such as Zabbix, Grafana, Azure Diagnostic, Prometheus, etc.
Basic understanding of web applications, databases, and networking concepts.
Excellent problem-solving skills and attention to detail.
Preferred qualifications
Proven experience as a System Support Specialist or in a similar role.
Develop and maintain custom monitoring scripts and configurations tailored to our specific applications and infrastructure.
Experience with scripting languages (e.g., Python, Bash) for automation and custom monitoring solutions.
IT certifications related to monitoring and performance optimization.
Familiarity with Azure cloud platforms and containerization technologies (e.g., Docker, Kubernetes).
Job tags
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