About this role
Senior Member of Technical Staff (TM)
Job Description: 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