Associate Principal Technical Support Engineer

WHAT YOU WILL BE DOING

Identify, debug and troubleshoot break fix issues and take it to a resolution

Automate the proactive detection and prevention of SLA breaches, outages, and issues, before it impacts customers

Configure observability and monitoring platforms to send actionable alerts, and create automated SOPs for such alerts

Provide Level 4 support for the system within agreed service levels

Implement and manage the effectiveness of Incident, Service Request, Change and Problem management processes for the services area

Provide daily/weekly report for overall health of the cloud platform and effectiveness of automation, monitoring for incident prevention and resolution

Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation

Work closely with business teams and DevSecOps teams on for activities related to supporting the IAM service offerings

WHAT YOU BRING

10+ years Experience in a Software Support role.

Strong understanding of Cloud offerings - AWS or Azure preferred

Hands-on experience in internals of cloud components (ex. Public Cloud, Containers,

Kubernetes, Applications, APIs)

Database : Extensive experience in database operations & SQL

Strong hands-on experience with Scripting (ex. Shell, Javascript, Python, Groovy)

Experience working with global Customers and strong customer focus

Excellent written and verbal communication skills

Knowledge of Application Performance Monitoring (APM) and Site Reliability Engineering(SRE)

Identity and Access Management domain knowledge is a preference

Hands-on implementation/maintenance experience of the IGA platform is a preference

IGA: Saviynt or Sailpoint or relevant Experience with SSL Certificates and SSO technologies is a preference

Bachelor’s degree or an equivalent experience

10+ years of industry experience in design, development, customization, configuration, deployment of cloud platforms, automation frameworks, database systems.

Experience in one of the public cloud platforms – AWS or Azure

Passionate about operating and scaling cloud services per the expected SLA and constantly looking into data for operational insights

Knowledge of Java/J2EE and SQL Experience with ticketing systems, monitoring and automation platforms ex: Freshdesk, Datadog, Prometheus, Grafana, RunDeck

Understanding of SLAs and the importance of being within SLAs