Senior Support Engineer

Broad Function:

We are seeking a Production Support Engineer who will be responsible for providing technical support to customers using Java-based applications and certain composition engines like Quadient, OpenText, etc. Provide optimal solutions for the core problems, code fixes, diagnose and fix operational issues.

Roles and Responsibilities:

1.     Issue Resolution and SLA Adherence:

·       Resolve complex issues with minimal downtime and adherence to SLAs.

·       Perform RCA for critical failures and provide comprehensive documentation.

·       Implement failover mechanisms for high availability during outages.
 

2.     Automation and Predictive Analysis:

·       Automate recurring tasks using Python, Bash, or other scripting tools. 

·       Configure proactive monitoring and alerts to minimize manual intervention. 

·       Use predictive analysis to identify and preempt potential failures. 

3.          Technical Expertise:

·       Troubleshoot databases (SQL/NoSQL) and optimize query performance. 

·       Work extensively with Kafka for messaging and Amazon EKS for container orchestration. 

·       Develop and maintain solutions using Java and Spring Boot. 

4.          Collaboration and Documentation:

·            Conduct biweekly review meetings with stakeholders. 

·            Escalate critical issues to Level 2 with detailed analysis and logs. 

·            Maintain clear documentation of workflows, application flows, and resolution playbooks. 

·            Foster a collaborative team environment by sharing learnings and solutions.

5.          Monitoring and Alerting:

·            Configure tools like Prometheus, Grafana, or ELK for real-time system monitoring. 

·            Set up proactive alert systems to address potential system issues. 

·            Audit monitoring configurations to align with evolving system requirements. 

6.          New Feature Development and Maintenance:  Collaborate with product teams to deploy new features effectively. 

·                 Bachelor’s degree in computer science or related field. 

·                 3+ years of experience in production support or related roles. 

·                 Expertise in Java, SQL, Kafka, MongoDB, and Amazon EKS. 

·                 Proficiency in scripting languages like Python and Bash. 

·                 Familiarity with cloud services, microservices architecture, and DevOps tools. 

·                 Strong analytical and problem-solving skills with RCA and log analysis experience.ca

The company offers a range of employee benefits including:                                                                                                                

·                 Cashless medical insurance for employees, spouses, and children

·                 Accidental insurance coverage

·                 Life insurance coverage

·                 Retirement benefits including Provident Fund (PF) and Gratuity

·                 ESI*

·                 Complementary meal coupons

·                 Company-paid transportation

·                 Sodexo benefits for income tax savings

·                 Paternity & Maternity Leave Benefit

·                 National Pension Saving