👋🏼We're Nagarro
We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale across all devices and digital mediums, and our people exist everywhere in the world (17500 experts across 36 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!
Job DescriptionREQUIREMENTS:
Strong hands-on experience in Application Support/Production Support environments.
Working knowledge of AWS infrastructure and services (EC2, RDS, ALB, S3, CloudWatch).
Solid understanding of web/mobile applications, APIs, and database operations.
Experience with application monitoring/observability tools and ITSM platforms (ServiceNow, Jira, etc.).
Practical understanding of ITIL practices for Incident, Problem, and Change Management.
Proven experience leading, mentoring, or managing support teams and shift rotations.
Strong incident and escalation management skills with a client-focused, process-oriented mindset.
Excellent communication and stakeholder management abilities for high-pressure situations.
Demonstrated success in meeting SLAs, improving service stability, and receiving positive client feedback.
RESPONSIBILITIES:
Provide technical guidance and oversight to L1/L2 engineers on applications, AWS infrastructure, and databases.
Review incident analysis, troubleshooting steps, and escalations for accuracy and completeness.
Support L2/L3 teams during complex incidents and major outages.
Ensure effective implementation and usage of monitoring, alerting, and operational runbooks.
Act as the primary escalation point for high-priority and major incidents.
Lead major incident bridges, coordinate resolution activities, and manage stakeholder communication.
Ensure all incidents are managed within defined SLAs and OLAs.
Drive post-incident reviews (RCAs) and track recurring issues to initiate preventive actions.
Manage team rosters, shift planning, and workload distribution for 24x7 coverage.
Monitor team performance, ticket quality, and adherence to SLAs.
Provide daily mentoring, coaching, and operational support to engineers.
Identify skill gaps and ensure operational readiness for new applications and releases.
Serve as the primary point of contact for client operational communications and escalations.
Provide regular, clear updates on incident status, service health, and ongoing issues.
Participate in client service reviews and translate feedback into operational improvements.
Own and govern support processes aligned with ITIL best practices.
Ensure all runbooks, SOPs, and knowledge articles are maintained and accurate.
Identify and drive opportunities to improve monitoring, automation, and support efficiency.
Support the transition of new applications and services into business-as-usual (BAU) support.
Bachelor’s or master’s degree in computer science, Information Technology, or a related field.
