Cloud Production Support Engineer(PSE) is responsible for fulfilling the day-to-day infrastructure and service requests from the application teams across AWS, CI/CD solutions and observability tools. You will be expected to handle production issues in collaboration with the cloud Infrastructure and application teams.

Responsibilities and Duties

Troubleshoot production Issues: When technical issues with the cloud infrastructure components arise, PSE must act quickly to analyse the available data and find the root cause of the problem. They may then develop a solution or escalate the problem to other engineering team members while providing stakeholders with progress updates.
Infrastructure provisioning and modification: Application teams may request to create new infrastructure or modify the existing ones in AWS based on their requirements via the ticketing tool. PSE should ensure that the required data/info is available on the ticket and provide a resolution based on the given SLA.
Alert Management: Alerts from the observability tools will be received on multiple channels according to the notification settings. PSEs are expected to acknowledge the alerts, troubleshoot the issue, close the alert based on the given SLA, or escalate to the cloud infra/DevOps team for further diagnosis.
Onboarding, Off-boarding and access management: Whenever an employee joins or leaves the organization, you will receive an onboarding or offboarding request.
Prepare Technical Documentation: PSEs must prepare documentation when logging product issues, as they must note all details, including their observations, diagnoses, and action steps. Other everyday tasks include weekly reports summarising production performance, upgrade release notes, and troubleshooting guides.
Product Improvements: Since PSEs have good exposure to the product issues, they should work closely with the PMs+EMs, pass the feedback on the product, and get the improvements/fixes included in the product roadmap.
Adherence to SLA and timelines: PSEs should always adhere to the timelines shared with other teams for closure of fixes and deliver outcomes as per the SLA guidance agreed with business teams
Reporting: Report & track weekly regarding SLA metrics, tickets being worked and closed by PSEs/transferred tickets. Identify and devise how productivity can be captured at the individual level and report the same monthly.

Qualifications and Skills

Degree in Computer Science/Information Technology.
Two years or more experience in Cloud and system administration.
Experience troubleshooting in complex environments using monitoring tools.
Demonstrated experience with containerisation technologies (Docker, Kubernetes, etc.)
Hands-on experience with the most common AWS services.

Job Summary

Responsibilities and Duties

Troubleshoot production Issues: When technical issues with the cloud infrastructure components arise, PSE must act quickly to analyse the available data and find the root cause of the problem. They may then develop a solution or escalate the problem to other engineering team members while providing stakeholders with progress updates.
Infrastructure provisioning and modification: Application teams may request to create new infrastructure or modify the existing ones in AWS based on their requirements via the ticketing tool. PSE should ensure that the required data/info is available on the ticket and provide a resolution based on the given SLA.
Alert Management: Alerts from the observability tools will be received on multiple channels according to the notification settings. PSEs are expected to acknowledge the alerts, troubleshoot the issue, close the alert based on the given SLA, or escalate to the cloud infra/DevOps team for further diagnosis.
Onboarding, Off-boarding and access management: Whenever an employee joins or leaves the organization, you will receive an onboarding or offboarding request.
Prepare Technical Documentation: PSEs must prepare documentation when logging product issues, as they must note all details, including their observations, diagnoses, and action steps. Other everyday tasks include weekly reports summarising production performance, upgrade release notes, and troubleshooting guides.
Product Improvements: Since PSEs have good exposure to the product issues, they should work closely with the PMs+EMs, pass the feedback on the product, and get the improvements/fixes included in the product roadmap.
Adherence to SLA and timelines: PSEs should always adhere to the timelines shared with other teams for closure of fixes and deliver outcomes as per the SLA guidance agreed with business teams
Reporting: Report & track weekly regarding SLA metrics, tickets being worked and closed by PSEs/transferred tickets. Identify and devise how productivity can be captured at the individual level and report the same monthly.

Qualifications and Skills

Degree in Computer Science/Information Technology.
Two years or more experience in Cloud and system administration.
Experience troubleshooting in complex environments using monitoring tools.
Demonstrated experience with containerisation technologies (Docker, Kubernetes, etc.)
Hands-on experience with the most common AWS services.

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About Porter.in

Founded :

2014

Type :

Services

Size :

100-1000

Stage :

Profitable

About

Company Overview:

At Porter, we are passionate about improving productivity. We want to help businesses, large and small, optimize their last-mile operations and empower them to unleash the growth of their core functions. Last-mile delivery logistics is one of the biggest and fastest-growing sectors of the economy with a market cap upwards of 50 billion USD and a growth rate exceeding 15% CAGR.

Porter is the fastest-growing leader in this sector with operations in 14 major cities, a fleet size exceeding 1L registered and 50k active driver-partners and a customer base with 3.5M being monthly active. Our industry-best technology platform has raised over 50 million USD from investors including Sequoia Capital, Kae Capital, Mahindra Group and LGT Aspada. We are addressing a massive problem and going after a huge market. We’re trying to create a household name in transportation and our ambition is to disrupt all facets of last-mile logistics including warehousing and LTL transportation. At Porter, we’re here to do the best work of our lives. If you want to do the same and love the challenges and opportunities of a fast-paced work environment, then we believe Porter is the right place for you.

Company URL: https://porter.in

Company Overview:

Company URL: https://porter.in

Satyajit Mittra

Connect

Company social profiles

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