Escalation Support Analyst (DevOps-Aware)
digibysr · Delhi · onsite · Posted 12d ago
Not disclosedFresherfulltimeSourced from
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About this role
Escalation Support Analyst (DevOps-Aware)
Role Overview
We're seeking a detail-oriented and tech-savvy professional to serve as the primary point of contact for managing escalation-related communications via email. This role bridges technical understanding with polished communication, ensuring timely responses, effective coordination, and transparent stakeholder updates.
Key Responsibilities
- Handle all escalation-related email communication with professionalism and clarity
- Draft clear and timely responses, coordinate with relevant teams, and follow up until resolution
- Maintain detailed logs and SLA-based tracking of all support tickets
- Collaborate with DevOps and engineering teams to gather technical input when needed
- Proactively update stakeholders throughout the escalation lifecycle
Required Skills & Experience
- Strong command of written English and email etiquette
- Proven ability to manage issue escalation in a high-stakes environment
- Hands-on experience or solid understanding of:
- Python (for log review, automation, or tooling support)
- Kubernetes (K8s) – familiarity with deployment workflows and containerized environments
- Terraform – knowledge of infrastructure-as-code principles
- Basic SLA management and reporting
- Ability to work independently and in distributed teams across time zones
Bonus Points
- Prior experience in a support engineering or technical project coordination role
- Exposure to ticketing platforms like Zendesk, Jira, or Freshdesk
- Familiarity with cloud platforms (AWS, Azure, GCP)
Apply for this position
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Skills
TerraformKubernetesfreshdeskgoogle cloud platformamazon web serviceszendeskPythonJira AtlassianSLA ManagementMicrosoft Azure