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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