R360 powers a data-driven customer engagement ecosystem that enables the world's leading organization to earn customer loyalty every day. For over 10 years, R360s loyalty and reward platforms have driven ambitious loyalty programs for some of the world's biggest brands including Axis Bank, Standard Chartered Bank, HDFC Bank, and Emirates National Dubai Bank. We have 500+ global retail partnerships and offer our clients reward programs, nuanced customer segmentation, data-centric campaigns, and big-data analytics. Our multidisciplinary team of technology experts, product engineers, data scientists, client relationship managers, and, customer experience professionals work together with our clients to enable loyalty by enhancing customer acquisition, engagement, and retention.
Currently, we are looking for a "Production Support engineer"
This role needs the candidate to work from the office.
What you'll do:
Handle support-related issues to manage the support issue resolution within defined timelines
Accept tickets on problem management tools and work towards resolving them while coordinating with the development team
Perform Root Cause Analysis (RCA) of reported issues
Monitor application health and critical business parameters through dashboards and analytics
Create and maintain dashboards for monitoring application performance, incidents, and operational KPIs
Analyze application logs and troubleshoot production issues to identify root causes and resolution steps
Create and maintain a knowledge base of known support issues and resolutions
Create and maintain an application support service catalog in coordination with other internal application teams
Create daily and weekly status reports and publish them to stakeholders
Handle critical customer escalations effectively
Work with the development team to understand new releases and product features
Work from the office as part of the role requirements
Good to have experience in Python scripting for automation, log analysis, monitoring, and operational support tasks
What we'll need:
Must have 1 to 3 years of experience in production/application support, preferably in a 24x7 support environment
Must have basic incident management experience and be able to triage issues during critical incidents
Good hands-on experience in writing SQL queries using Oracle and MySQL databases
Experience in analyzing application/server logs for troubleshooting production issues
Experience in creating dashboards and monitoring reports for critical parameters and analytics
Basic understanding of RDBMS concepts and database troubleshooting
Excellent verbal and written communication skills
Ready to provide on-call support and occasionally work over weekends to meet deadlines
Comfortable working from the office on all working days
