01Key Responsibilities
Operational Support & Incident Management
Monitor production systems, alerts, dashboards, and customer-impacting signals to identify operational issues proactively.Perform incident triage, impact assessment, prioritization, and escalation coordination for production issues.Coordinate escalations across support, engineering, infrastructure, and customer stakeholders to ensure timely issue resolution.Manage support queues and ensure timely ownership, updates, escalation, and resolution tracking.Support incident, problem, and service management processes in alignment with operational SLAs and support standards.Support major incident management activities including impact assessment, stakeholder coordination, recovery tracking, and post-incident follow-through.Participate in root cause analysis (RCA) discussions and contribute toward long-term operational improvements and recurring issue reduction.
Customer & Stakeholder Coordination
Collaborate closely with the Customer Offshore Manager to maintain operational alignment, communication transparency, and effective support coordination.Participate in major incident calls, escalations, operational reviews, and stakeholder communication during high-impact production issues.Ensure timely, accurate, and audience-appropriate communication during incidents, operational updates, and service reviews.Maintain clear and structured shift handoffs to ensure continuity of support operations across global teams.
Functional & Business Understanding
Develop strong understanding of customer journeys, functional workflows, and business-critical digital transactions across guest-facing platforms.Analyze functional and technical dependencies across integrated systems, APIs, and downstream services.Assess operational and business impact of production incidents affecting customer experience and platform availability.Continuous Improvement & Operational Excellence
Identify monitoring, alerting, and operational visibility gaps across critical digital workflows.Maintain operational reporting discipline through accurate ticket categorization, incident documentation, and support metrics tracking.Contribute to knowledge management practices including SOPs, troubleshooting guides, KB articles, and operational runbooks.Identify opportunities for automation, operational optimization, and support process improvements to improve efficiency and scalability.
Preferred Technical Exposure
Web/mobile digital commerce applications.API-based distributed systems and integrations.Observability and monitoring platforms (Datadog, Dynatrace, Splunk).ITSM tools such as ServiceNow.Agile/DevOps delivery environments.Cloud-native production supports models.
Preferred Qualifications:
48 years of experience in application production support, digital operations, or enterprise service delivery environments.Experience supporting customer-facing web/mobile applications in transactional or digital commerce ecosystems.Strong understanding of incident management, problem management, production support processes, and ITSM operating models.Experience working within offshore delivery models supporting global enterprise customers.Familiarity with observability platforms, application log analysis, and operational reporting practices.Experience .
