SRE - L2 Support

Brief Description

Must have knowledge of Production Application Support. Good to have from e-commerce background. Must have solid leve2 support experience in eCommerce platforms Shopify, Blue Yonder. Hands on experience in Monitoring, Logging, Alerting, Dashboarding, and report generation in any monitoring tools such as AppDynamics/Splunk/Dynatrace/Datadog/CloudWatch/ELK/Prome/New Relic). This engagement is a customer using NewRelic, PagerDuty hence it is good to have this expertise.  Must have knowledge in ITIL framework specifically on Alerts, Incident, change management, CAB, Production deployments, Risk and mitigation plan. Should be able to lead P1 calls, brief about the P1 to customer, proactive in gathering leads/ customers into the P1 calls till RCA. Experience working with postman. Should have knowledge on building and executing SOP, runbooks, handling any ITSM platforms (JIRA/ServiceNow/BMC Remedy) Should know how to work with the Dev team, cross functional teams across time zones. Should be able to generate WSR/MSR by extracting the tickets from ITSM platforms. Willing to work in  24x7 shift

Preferred Skills L2 Support Monitoring tools Ticketing tools Incident management Handling P1 issues