The Role
Lead production support for eCommerce platforms: monitor and troubleshoot issues, manage incidents and root-cause analysis, implement observability and alerting, fix and enhance production code, document procedures and incidents, and mentor peers while collaborating with engineering, support, and vendors.
Summary Generated by Built In
Responsibilities
- Monitor, investigate, and resolve production issues to ensure optimal availability and performance of eCommerce platforms.
- Perform deep troubleshooting using log analysis, APM tools, RUM, browser developer tools, and local testing.
- Author and maintain monitoring, alerting, and observability solutions across multiple toolsets.
- Lead incident response efforts and drive issues to resolution with a focus on root cause analysis.
- Collaborate closely with engineering, support, and third-party vendor teams on issue resolution and improvements.
- Enhance and correct existing production code while delivering new features and operational improvements.
- Create and maintain clear technical documentation, incident reports, and supporting evidence.
- Develop and adhere to standard operating procedures for production support and incident management.
- Mentor peers and stakeholders across multiple subject matter areas.
Qualifications
- Strong full-stack development skills using Java and/or JavaScript.
- Hands-on experience with production monitoring, alerting, and incident management.
- Proven experience supporting production services in high-availability environments.
- Strong written and verbal communication skills for business and technical audiences.
- Ability to lead cross-functional technical teams during incident resolution.
- Strong organizational skills with the ability to manage multiple issues concurrently.
- Experience documenting findings, procedures, and operational playbooks.
- Familiarity with issue and workflow ticketing systems.
- Bachelor’s degree in Computer Science or equivalent professional experience.
- 6+ years of experience supporting production systems.
- E-commerce domain experience is a plus.
Skills Required
- Full-stack development experience with Java and/or JavaScript
- Hands-on experience with production monitoring, alerting, and incident management (APM, RUM, observability)
- Proven experience supporting production services in high-availability environments
- Ability to lead cross-functional technical teams during incident resolution
- Strong written and verbal communication skills for business and technical audiences
- Strong organizational skills and ability to manage multiple concurrent issues
- Experience documenting findings, procedures, and operational playbooks
- Familiarity with issue and workflow ticketing systems
- Bachelor's degree in Computer Science or equivalent professional experience
- 6+ years of experience supporting production systems
- E-commerce domain experience
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The Company
What We Do
Photon.com has emerged as one of the world’s largest and fastest-growing Digital Agencies. We work with 40% of the Fortune 100 on their Digital initiatives and are known for our ability to integrate Strategy Consulting, Creative Design, and Technology at scale. Please visit www.photon.com to learn more about us, how we work, and our customer case studies. Digital Transformation Starts Here.
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