Support Specialist

RESPONSIBILITIES:

1. Strong communication skills for detailed analysis and clear explanations to executive-level stakeholders.
2. Drive long-term solutions for high-impact production issues across technical, operations, and product teams.
3. Lead process improvement initiatives and provide feedback to management.
4. Respond to and resolve incidents from external and internal users promptly.
5. Conduct thorough analysis of issues and provide timely updates.
6. Perform user maintenance and fulfill Standard Service Requests.
7. Conduct routine testing, monitoring, and respond to system issues.
8. Maintain updates on tickets, monitor progress, and coordinate issue resolution.
9. Identify and escalate urgent issues, participate in incident and problem management.
10. Maintain support documentation and ensure compliance with standard practices.
11. Manage client-facing applications and implement production system alerts.
12. Support continuous improvement and lead automation projects.
13. Monitor service-level dashboards and perform system capacity reviews.
14. Participate in Root Cause Analysis (RCA) investigations and Site Reliability Engineering (SRE) tasks.
15. Generate daily reports on ticket status and share knowledge with peers.

Qualifications:

• Bachelor’s degree in engineering, computer science, or related field.
• Hands-on experience in programming and web services.
• Proficient in monitoring, observability, and data processing techniques.
• Experience with cloud platforms (GCP, AWS, Azure) and application monitoring tools (Datadog, Logic Monitor, PagerDuty).
• Ability to create and analyze Datadog Dashboards.
• Exceptional communication skills.
• Flexibility to work 24×7 shifts, including weekends.
• Application support experience in Microsoft Azure Cloud environment.
• Proficiency in Microsoft Office Tools, SQL, Unix, and Analytic Reporting Suite.
• Experience in Global Command Center and familiarity with ITIL and ITSM practices.