Job description:

Monitor service health telemetry and respond to system availability alerts
Provide 24x7 L1/L2 on-call support for application alerts
CPU / memory alerts
Storage and disk drive alerts
Application and service state alerts
Review and remediate application performance alerts
Remediate maintenance job failures
Review and troubleshoot auto remediation jobs and scripts when not successful

On Call Escalations
Drive the product towards higher availability and reliability by providing on-call support on a rotating schedule for incident escalations
Resources are expected to be available to assist with on-call coverage for alerts and support activities on a 24x7 basis, split into three rotating shifts
Proactively raise SRE cases for engineering review when problem patterns are noted via monitoring
Support internal SRE, Engineering and Field teams via JIRA Service Management requests which may include performance troubleshooting, configuration management and other day-to-day operations tasks
Participation in follow up post-mortem sessions (5 whys and root cause analysis)

Support Activities
Perform proactive troubleshooting & performance analysis of internal services and cloud environments
Complete internal requests from engineering and field teams via Jira Service Management ticketing systems
o Application performance checks
o Sizing and capacity checks
o Provisioning access to monitoring and logging systems
o Deploying application patches (using predefined runbooks)
o Apply and validate UEM application configuration including feature flag management
o Log collection and management
o User provisioning, service account and password management

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.