Technical Support Engineer(SQL,Kibana,ITIL) - #957058

Angel & Genie

Date: 1 week ago
City: Bengaluru, Karnataka
Salary: ₹700,000 - ₹1,000,000 per year
Contract type: Full time

Job Responsibilities

  • Monitor the critical applications and proactively notify whenever there is any deviation , to name a few like Kibana, Crashlytics, APM, Cloudwatch, etc.
  • Open and track tickets through resolution and give summary reports to customers.
  • Diagnose software, hardware, networking and systems failures.
  • Execute resolutions to problems and follow standard practices.
  • Determine, record and work with team to revise current procedures to enhance customer satisfaction.
  • Develop troubleshooting tips and tools to use in diagnosis.
  • Develop best practices and guidelines for technical support.
  • Efficient handling of on-ground incidents.
  • Review Meeting with Internal & External stakeholders (weekly / Monthly).
  • Following defined escalation path when needed.
  • Re-routing misdirected incidents that have not been handled in a timely manner.
  • Service Improvement Plans for Technology.
  • Work with Incident Resolution Team and respective SDMs / IT SPOCs for faster restoration of services.
  • Communicating across organizational boundaries from engineers through to senior managers.
  • Adhering to defined internal & external SLAs
  • Flexible to work in rotational shifts.


  • Ability to think logically
  • Problem solving skills
  • Basic knowledge of ITIL framework
  • Basic knowledge on Agile methodology
  • Networking Knowledge
  • Basic knowledge on API and IOT
  • Basic Knowledge on Atlassian Suite
  • Communication and Stakeholder Management
  • Handson experience in Kibana, Firebase, APM, Grafana
  • Knowledge of OS Linux

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