Senior Support Engineer

Broad Function: We are seeking a Production Support Engineer who will be responsible for providing technical support to customers using Java-based applications and certain composition engines like Quadient, OpenText, etc. Provide optimal solutions for the core problems, code fixes, diagnose and fix operational issues. Roles and Responsibilities: 1. Issue Resolution and SLA Adherence: · Resolve complex issues with minimal downtime and adherence to SLAs. · Perform RCA for critical failures and provide comprehensive documentation. · Implement failover mechanisms for high availability during outages. 2. Automation and Predictive Analysis: · Automate recurring tasks using Python, Bash, or other scripting tools. · Configure proactive monitoring and alerts to minimize manual intervention. · Use predictive analysis to identify and preempt potential failures. 3. Technical Expertise: · Troubleshoot databases (SQL/NoSQL) and optimize query performance. · Work extensively with Kafka for messaging and Amazon EKS for container orchestration. · Develop and maintain solutions using Java and Spring Boot. 4. Collaboration and Documentation: · Conduct biweekly review meetings with stakeholders. · Escalate critical issues to Level 2 with detailed analysis and logs. · Maintain clear documentation of workflows, application flows, and resolution playbooks. · Foster a collaborative team environment by sharing learnings and solutions. 5. Monitoring and Alerting: · Configure tools like Prometheus, Grafana, or ELK for real-time system monitoring. · Set up proactive alert systems to address potential system issues. · Audit monitoring configurations to align with evolving system requirements. 6. New Feature Development and Maintenance: Collaborate with product teams to deploy new features effectively. Requirements · Bachelor’s degree in computer science or related field. · 3+ years of experience in production support or related roles. · Expertise in Java, SQL, Kafka, MongoDB, and Amazon EKS. · Proficiency in scripting languages like Python and Bash. · Familiarity with cloud services, microservices architecture, and DevOps tools. · Strong analytical and problem-solving skills with RCA and log analysis experience.ca Benefits The company offers a range of employee benefits including: · Cashless medical insurance for employees, spouses, and children · Accidental insurance coverage · Life insurance coverage · Retirement benefits including Provident Fund (PF) and Gratuity · ESI* · Complementary meal coupons · Company-paid transportation · Sodexo benefits for income tax savings · Paternity & Maternity Leave Benefit · National Pension Saving