- Bengaluru, Karnataka, India
- On-site
- 4+ years
Responsibilities
- Serve as primary owner for internal escalation tools, dashboards, and scripts, monitoring health metrics and resolving technical defects with engineering.
- Author and maintain comprehensive technical playbooks, architecture guides, and user documentation to support internal system operations.
- Administer cross-functional escalation forms and logic, ensuring accurate data collection and seamless integration with downstream systems.
- Build and maintain frameworks that map intake entry points directly to components, utilizing ticket trends to optimize taxonomy.
- Architect weekend/holiday paging models including scheduling, severity alerting, and escalation pathways while optimizing the cider scheduling tool.
Requirements
- Bachelor’s degree or equivalent practical experience
- Nice to have: issue-tracking frameworks
- Nice to have: intake automation workflows
- Nice to have: follow-the-sun operational coverage models
- Nice to have: on-call paging integrations