Sr Member of Technical Staff (TM)

Experience - 5 -12 years

Key Responsibilities

• To work as a techno-functional SME to provide technical troubleshooting and product support for customers using our products.
• Take ownership of user problems and be proactive when dealing with user issues.
• Lead day-to-day production support for applications running in GCP, AWS, Azure (or any other cloud service) Kubernetes environments.
• Monitor application health, respond to incidents, and ensure timely resolution within SLAs.
• Act as the primary escalation point for high-severity incidents and coordinate with engineering and cloud teams.
• Drive root cause analysis (RCA), post-incident reviews, and long-term problem resolution.
• Oversee implementation and maintenance of monitoring, alerting, and logging tools.
• Maintain operational documentation, runbooks, and knowledge base for support teams.
• Implementing automation tools to streamline operations and reduce the frequency of errors.
• Mentor and guide L1/L2 support teams and ensure effective knowledge transfer.
  Technical Skills
  1. Java Application Layer
  Strong knowledge of Java/J2EE applications and microservices architecture
  Familiarity with REST APIs
  Experience with application performance troubleshooting and profiling
  
  2. Kubernetes (K8s)
  Understanding of Kubernetes objects Deployments, Pods, Services, ConfigMaps, Secrets, etc.
  Hands-on with kubectl, Kubernetes troubleshooting, and log analysis
  
  3. GCP (Google Cloud Platform)
  Experience with key GCP services GKE (Google Kubernetes Engine), Cloud Logging, Cloud Monitoring, Cloud SQL
  
  5. Monitoring Observability
  Tools Datadog or any other similar tool
  Proficient in setting up alerts, dashboards, and log aggregation
  Root cause analysis from logs and metrics
  
  6. Incident Problem Management
  Strong skills in triaging production incidents and leading RCA efforts
  Familiar with ITIL practices (especially Incident, Change, Problem Management)
  Tools Jira or any other similar tool
  
  Soft Skills Leadership
  1. Team Leadership
  Leading L1/L2/L3 support teams
  Incident bridge management, escalations handling
  Mentoring and upskilling junior team members
  
  2. Stakeholder Communication
  Effective communication with developers, QA, DevOps, and business stakeholders
  Post-incident reporting and communication
  
  3. Operational Excellence
  SLAs, SLOs, error budgets, service reliability
  Defining support processes, runbooks, and knowledge bases
  
  4. Change Management
  Coordinating deployments, patches, hotfixes
  Managing go-live and rollback plans
  
  Nice to Have
  Knowledge of SRE practices
  Familiarity with security compliance in cloud environments (e.g., vulnerability scanning, IAM best practices)
  Automation using Python, Bash, or other scripting languages
  

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.