Total 1 manufacturing production job vacancies in Customer Service category in gurgaon haryana

Job Summary:

The Frontline Product Support team provides L1 & L2 support for multiple critical applications. This role involves addressing issues escalated by the Level 1 support team, monitoring applications for potential problems, and proactively resolving them. You will manage high-severity incidents, either independently or in collaboration with other teams, to ensure swift and effective resolution. Operating in a 24x7 environment, the team offers continuous support across all time zones, ensuring the reliability and stability of essential applications.

Key Responsibilities:

• Diagnose, troubleshoot, and resolve complex issues escalated by the L1 team.
• Manage high-severity incidents, ensuring minimal downtime and impact on business operations, and lead the incident response, coordinating with all necessary stakeholders.
• Actively monitor system health, performance, and uptime using various monitoring tools.
• Address alerts or potential issues before they escalate into major problems.
• Perform in-depth analysis to identify the root cause of recurring issues and provide recommendations for permanent fixes.
• Collaborate with development, infrastructure, and operations teams to resolve complex issues or deploy fixes.
• Engage with customers for in-depth technical discussions, particularly in resolving complex issues.
• Participate in post-mortem discussions to understand incidents and prevent similar issues in the future.
• Update and maintain internal documentation, including runbooks and troubleshooting guides.
• Create clear, concise, and accurate documentation for both internal teams and customers.
• Demonstrate strong problem-solving skills to diagnose and fix complex issues across various systems and applications.
• Ability to perform deep dives into logs, databases, and system metrics to determine the underlying cause of issues.
• Proficiency in using monitoring tools and interpreting data to predict and prevent potential issues.
• Clearly explain technical issues and solutions to non-technical stakeholders, including customers and management.
• Manage multiple tickets and issues simultaneously, particularly during high-severity incidents.
• Collaborate effectively with other teams, such as development, operations, and L3 support.

Required Skills & Qualifications:

• Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve complex issues.
• Experience working in an ITIL-based framework, adhering to agreed SLAs and OLAs.
• Proficiency with ticketing and incident management systems (e.g., JIRA, ServiceNow).
• Advanced SQL skills and experience with database management (e.g., Oracle, PostgreSQL).
• Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Ability to work effectively in a 24x7 support environment, including night shifts and on-call rotations.
• Familiarity with cloud platforms (e.g., Azure, Google Cloud).
• Experience with monitoring tools such as Grafana, New Relic, and AppDynamics.