Associate Principal Technical Support Engineer

WHAT YOU WILL BE DOING

• Identify, debug and troubleshoot break fix issues and take it to a resolution
• Automate the proactive detection and prevention of SLA breaches, outages, and issues, before it impacts customers
• Configure observability and monitoring platforms to send actionable alerts, and create automated SOPs for such alerts
• Provide Level 4 support for the system within agreed service levels
• Implement and manage the effectiveness of Incident, Service Request, Change and Problem management processes for the services area
• Provide daily/weekly report for overall health of the cloud platform and effectiveness of automation, monitoring for incident prevention and resolution
• Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation
• Work closely with business teams and DevSecOps teams on for activities related to supporting the IAM service offerings

WHAT YOU BRING

• 10+ years Experience in a Software Support role.
• Strong understanding of Cloud offerings - AWS or Azure preferred
• Hands-on experience in internals of cloud components (ex. Public Cloud, Containers,
• Kubernetes, Applications, APIs)
• Database : Extensive experience in database operations & SQL
• Strong hands-on experience with Scripting (ex. Shell, Javascript, Python, Groovy)
• Experience working with global Customers and strong customer focus
• Excellent written and verbal communication skills
• Knowledge of Application Performance Monitoring (APM) and Site Reliability Engineering(SRE)
• Identity and Access Management domain knowledge is a preference
• Hands-on implementation/maintenance experience of the IGA platform is a preference
• IGA: Saviynt or Sailpoint or relevant Experience with SSL Certificates and SSO technologies is a preference
• Bachelor’s degree or an equivalent experience
• 10+ years of industry experience in design, development, customization, configuration, deployment of cloud platforms, automation frameworks, database systems.
• Experience in one of the public cloud platforms - AWS or Azure
• Passionate about operating and scaling cloud services per the expected SLA and constantly looking into data for operational insights
• Knowledge of Java/J2EE and SQL Experience with ticketing systems, monitoring and automation platforms ex: Freshdesk, Datadog, Prometheus, Grafana, RunDeck
• Understanding of SLAs and the importance of being within SLAs