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- Overall 12+ years of managing and supporting enterprise grade application(s) at production.
- Managing managers and/or individual contributors within the production support engineering
- Defining production support processes for reliability and repeatability
- Consistently ensure high support satisfaction for Axtria's worldwide customers
- Help production support engineers to resolve tickets accurately and efficiently as per defined SLAs
- Help production support engineers to manage tickets, manage expectations, and communicate well
- Develop, implement, and review production support procedures, policies, and activities
- Improving the customer experience in measurable and repeatable ways
- Publishing various production support matrices to appropriate stakeholders
- Work collaboratively with development engineering teams and share regular feedbacks from production
- Suggest and drive implementation of worldclass diagnostic and application performance monitoring tools in applications for enhanced supportability.
- Hire a world class team of production support engineering managers by actively seeking talent who are focused on delivering world class customer support
- Hold regular 1:1s with their team managers and skiplevel 1:1s with all members of their team
- Mentor the managers on their team
- Work across functions with peers in other groups to facilitate the accomplishment of shared goals
- Represent Axtria production support engineering in client meetings and other official functions
- Participating in escalation oncall rotation (limited to regional working hours during the week and weekend)
- Ability to gain good functional and technical understanding product suites
- Excellent troubleshooting skills
- Solid understanding of cloud services platforms e.g., AWS, GCP, Azure etc.
- Well verses with programming languages (Java, Python, etc.)
- Well versed with DBs and SQLs
- Familiarity with Salesforce platform will be a plus
- Experience with DevOps
- Experience with tools like JIRA, Confluence, SharePoint, etc.
- Experience with performance, volume, and stress profiling
- Excellent communication skills
- Ability to convey hard/sensitive messages without any apprehensions as well as avoid creating frictions.
- Ability to navigate thru organization independently )
Production Support Engineer - Delhi NCR, India - Axtria India Pvt Ltd
Description
Production Support Experience :
Soft Skills: