Production Support Engineer - Delhi NCR, India - Axtria India Pvt Ltd

    Axtria India Pvt Ltd
    Axtria India Pvt Ltd Delhi NCR, India

    2 weeks ago

    Default job background
    permanent Technology / Internet
    Description

    Production Support Experience :

    • 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
    Role & Responsibilities :


    • 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)
    Technical Skills :


    • 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

    Soft Skills:

    • Excellent communication skills
    • Ability to convey hard/sensitive messages without any apprehensions as well as avoid creating frictions.
    • Ability to navigate thru organization independently )