Provide frontline product and technical support to customers, troubleshooting issues, identifying solutions, and ensuring timely resolution within SLA guidelines.
Responsibilities
Provide first-line product and technical support by diagnosing customer issues, researching solutions, and resolving tickets within established SLA guidelines
Troubleshoot technical problems through systematic analysis and collaborate cross-functionally to identify root causes and implement effective solutions
Triage and prioritize customer issues, delivering timely workarounds and guiding users on best practices and preventive measures
Escalate complex issues appropriately while maintaining clear communication with customers throughout the resolution process
Contribute to knowledge base documentation and develop reusable scripts to improve team efficiency and customer self-service capabilities
Requirements
Bachelor’s degree in IT, Computer Science, Engineering, or a related field
Lead globally distributed application operations teams supporting mission‑critical Java applications across on‑premises infrastructure and Azure public cloud environments in a 24/7 support model.
Lead and manage globally distributed application operations teams supporting mission‑critical Java‑based applications across on‑premises infrastructure and Azure public cloud environments in a 24/7 support model.
Provide strong leadership, coaching, and mentorship to application operations teams, driving employee development and a collaborative, high‑performance culture.
Provide escalation support to the team, including in-depth problem investigation and resolution of complex technical issues.
Establish and promote sustainable incident management practices, including blameless post‑incident reviews, escalation management, and continuous operational and process improvement.
Champion application observability across logging, monitoring, and alerting through APIs and tools such as Azure Monitor, Dynatrace, Splunk, Zabbix, or similar platforms.
Requirements
Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.
Nice to have: PCI‑DSS
Nice to have: SOC 2
Nice to have: disaster recovery exercises
Nice to have: technical certifications in Azure, cloud operations, site reliability engineering, ITIL, security
Manager, Site Reliability EngineeringMastercard · North York, Canada+1 more