Responsibilities
- Incorporate user feedback by implementing requested changes and feature improvements
- Accurately interpret requirements and deliver designed solutions
- Perform in-depth troubleshooting to resolve advanced technical problems
- Address complex or escalated issues originating from frontline support teams
- Examine system logs, application behavior, and performance metrics to detect root causes
- Manage critical incidents such as application failures, data discrepancies, or integration breakdowns
- Conduct Root Cause Analysis (RCA) to identify sources of persistent or high-severity issues
- Perform thorough RCA for recurring or impactful system problems
- Partner with development teams to deploy permanent fixes and system upgrades
- Monitor application health and implement performance tuning strategies
- Utilize monitoring platforms like App Insights, Grafana, and Kibana to detect system anomalies early
- Improve application efficiency and scalability under load
- Assist in deployment activities including production releases, emergency patches, and rollback execution
- Support release processes and ensure stability after deployment
- Verify system functionality and performance following deployment
- Ensure adherence to regulatory standards such as GxP in all operational tasks
- Comply with applicable regulatory frameworks during support and development activities
- Maintain detailed records and audit trails for all system changes and incident resolutions
- Coordinate with DevOps, QA, and product teams to resolve technical challenges
- Collaborate across departments to troubleshoot and resolve system issues
- Translate technical details for non-technical audiences when necessary
- Mentor junior team members to prepare them for greater responsibilities
- Train and develop less experienced staff to independently manage product enhancements and user feedback
- Maintain a centralized knowledge base with documented solutions and known limitations
- Record workarounds, resolutions, and ongoing issues for team reference
Work Arrangement
Remote — Bengaluru, Karnataka, India
