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.
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.
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What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
