• Provide end-to-end support for Configuration Items, including incident resolution, minor enhancements, permanent fixes, and tool development
• Create, maintain, and update solution documentation and proactively manage the knowledge database
• Monitor and respond to incidents within SLA timelines, escalating to leadership as needed
• Coordinate with multiple internal teams and external vendors to resolve complex issues
• Execute and monitor ad hoc requests and perform proactive support services to detect and prevent incidents
• Troubleshoot and resolve issues in applications and data pipelines built on Azure, GCP, Databricks, Java, Python, and JavaScript
• Participate in on-call rotations, post-incident reviews, and continuous improvement initiatives
• Provide consultation on escalation matrices, issue handling, and process changes
• Communicate effectively with internal and external customers via email, IM, or conference calls
• Take on functional tasks, and potentially oversee a functional area or participate in projects as a Designer, Tester, or Implementer
• Adapt to changing workloads and priorities based on business demand.

Qualifications:

• Bachelor’s degree in Computer Science or related field.
• Atleast 2 years of experience in application or production support.
• Must be highly technical, analytical, and detail-oriented.
• Strong problem-solving and creative thinking skills for diagnosing and improving procedures.
• Excellent oral and written English communication skills, with the ability to explain technical issues to non-technical audiences.
• Must be proactive, self-driven, and able to work both independently and collaboratively.
• Willingness to work in a 24x7 support model, including on-calls, weekends and holidays.
• Experience in support-oriented environments and comfort with ad hoc tasks.
• Ability to adapt to changing workloads and shifting priorities.
• Strong time and work management skills.
• Customer- and user-service oriented.