Support Manager at Kloud9 Technologies · Bengaluru (Bangalore) · 6 - 12 years · ₹10L - ₹20L / yr · Profitable · Posted 23 Mar 2023
About Kloud9:
Kloud9 exists with the sole purpose of providing cloud expertise to the retail industry. Our team of cloud architects, engineers and developers help retailers launch a successful cloud initiative so you can quickly realise the benefits of cloud technology. Our standardised, proven cloud adoption methodologies reduce the cloud adoption time and effort so you can directly benefit from lower migration costs.
Kloud9 was founded with the vision of bridging the gap between E-commerce and cloud. The E-commerce of any industry is limiting and poses a huge challenge in terms of the finances spent on physical data structures.
At Kloud9, we know migrating to the cloud is the single most significant technology shift your company faces today. We are your trusted advisors in transformation and are determined to build a deep partnership along the way. Our cloud and retail experts will ease your transition to the cloud.
Our sole focus is to provide cloud expertise to retail industry giving our clients the empowerment that will take their business to the next level. Our team of proficient architects, engineers and developers have been designing, building and implementing solutions for retailers for an average of more than 20 years.
We are a cloud vendor that is both platform and technology independent. Our vendor independence not just provides us with a unique perspective into the cloud market but also ensures that we deliver the cloud solutions available that best meet our clients' requirements.
What we are looking for:
- Service Manager managing a team providing L1, L2 support for multiple applications
- Should be able to work in China hours as and when required
- 6-7 years of experience in a support role
- 2+ years’ experience in Prior experience in supervisory role
- Manage shift rosters, escalations
- Responsible for standing up and running the support team
- Managing the customer support department’s day-to-day functions.
- Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
- Assigning tasks to support team members each day that are based on SLAs, technician availability, and the technician’s skills.
- High level knowledge of the Data Engineering space having supported data stores, data pipelines, and downstream reporting applications is desirable
- Periodic reporting to stakeholders
Why Explore a Career at Kloud9:
With job opportunities in prime locations of US, London, Poland and Bengaluru, we help build your career paths in cutting edge technologies of AI, Machine Learning and Data Science. Be part of an inclusive and diverse workforce that's changing the face of retail technology with their creativity and innovative solutions. Our vested interest in our employees translates to deliver the best products and solutions to our customers!
Shubham Vishwakarma
Full Stack Developer - Averlon
About Kloud9 Technologies
About
Kloud9 was founded with the vision of enabling our customers to transform into an intelligent enterprise with our “AI-First” approach. We help our customers in their data transformation and insights transformation journeys and enable them to make smart business decisions.
At Kloud9, we know AI & ML is one of the key technologies that can help organizations to significantly improve their customer experiences and transform their business operations to enable them to survive & thrive in this global competitive market.
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Support Engineer – AI/ML & Education ERP
Company: iCloudEMS
Location: Remote / Work From Home
Employment Type: Full-Time
Experience: Freshers / 0–1 Year
About iCloudEMS
iCloudEMS is an Education ERP platform that helps universities, colleges, and educational institutions manage academic and administrative operations through integrated digital solutions.
We are looking for a motivated Support Engineer with an interest in AI/ML technologies to support clients using the iCloudEMS Education ERP platform. The ideal candidate should have basic knowledge of SQL/MySQL, web applications, troubleshooting, and AI/ML concepts, along with strong communication and problem-solving skills.
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What You'll Gain
- Hands-on experience with a real-world Education ERP platform.
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Benefits
- Full-Time Employment
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- Learning and development opportunities
- Exposure to Education ERP + AI/ML technologies
- Collaborative work environment
- Career growth opportunities
Compensation: As per company norms
Why Join iCloudEMS?
Join iCloudEMS to work on a real-world Education ERP platform while gaining practical experience in technical support, SQL, web technologies, AI/ML, and enterprise software. This role is ideal for candidates who want to build a strong foundation in both technical support and emerging AI technologies.
Job Summary
We are looking for an experienced Application Support Engineer (L2) with strong knowledge of application support, observability, SQL, ITIL processes, shell scripting, automation, and Grafana. The candidate will be responsible for providing production support for banking applications, monitoring application performance, troubleshooting incidents, performing root cause analysis, and ensuring system availability and stability.
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Key Responsibilities
- Provide L2 production support for banking applications and ensure high availability and smooth business operations.
- Monitor application health, performance, logs, and alerts using observability tools such as Grafana.
- Troubleshoot application issues, analyze logs, identify root causes, and coordinate with L3, development, infrastructure, and database teams for resolution.
- Perform SQL queries to validate data, investigate application issues, and troubleshoot database-related incidents.
- Develop and maintain shell scripts to automate routine operational tasks and support activities.
- Identify opportunities for automation to reduce manual effort and improve operational efficiency.
- Follow ITIL processes, including Incident Management, Problem Management, Change Management, and Service Request Management.
- Monitor critical banking transactions, batch jobs, interfaces, and application workflows.
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Required Technical Skills
- Application Support: Hands-on experience in L2 application and production support.
- Observability: Experience with application monitoring, log analysis, metrics, dashboards, and alert management.
- Grafana: Knowledge of dashboards, metrics visualization, alerting, and application health monitoring.
- SQL: Ability to write queries, perform data validation, troubleshoot database issues, and analyze transaction data.
- ITIL: Understanding of incident, problem, change, and service request management processes.
- Shell Scripting: Ability to write and execute shell scripts for troubleshooting and operational activities.
- Automation: Experience automating repetitive support tasks and operational workflows.
- Production Operations: Experience with incident investigation, RCA, SLA management, and escalation procedures.
- Banking Domain: Understanding of banking applications, financial transactions, batch processing, and business-critical operations.
Preferred Skills
- Experience with Linux/Unix operating systems.
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- Experience supporting payment systems, core banking applications, transaction processing, or other financial services applications.
- Understanding of production change controls, audit requirements, and operational risk management.
Job Summary:
We are seeking a dedicated and skilled Technical Support Engineer with a strong background in Application Production Support. The ideal candidate will be responsible for ensuring the stability, reliability, and performance of our applications in a production environment. You will work closely with cross-functional teams to troubleshoot issues, implement solutions, and enhance the overall user experience.
Responsibilities:
- Provide expert technical support for application-related issues, ensuring timely resolution and minimal disruption to services.
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- Participate in on-call rotations to provide after-hours support as needed.
- Implement and maintain monitoring tools to proactively identify and resolve application issues.
- Assist in the deployment of application updates and patches, ensuring minimal downtime.
- Work with stakeholders to gather requirements and provide feedback on application performance and user experience.
- Conduct root cause analysis for recurring issues and recommend preventive measures.
- Stay updated with industry trends and best practices in application support and management.
Mandatory Skills:
- Strong knowledge and experience in Application Production Support.
- Proficiency in troubleshooting and resolving application issues in a production environment.
- Familiarity with monitoring tools and techniques for application performance management.
- Experience with incident management processes and tools.
- Excellent problem-solving skills and the ability to work under pressure.
- Strong communication skills, both verbal and written, to effectively interact with technical and non-technical stakeholders.
Preferred Skills:
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Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
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Job Summary
We are looking for an experienced Application Support Engineer (L2) with expertise in supporting banking applications, monitoring production systems, troubleshooting incidents, and ensuring application availability and stability. The candidate should have strong SQL skills, knowledge of ITIL processes, experience with shell scripting, Grafana dashboards, Control-M job scheduling, and automation of routine support activities.
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Required Technical Skills
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- Control-M: Experience monitoring batch jobs, handling job failures, managing dependencies, and rerunning failed jobs.
- Shell Scripting: Basic to intermediate scripting for log analysis, health checks, file processing, and task automation.
- ITIL: Understanding of Incident, Problem, Change, and Service Request Management processes.
- Automation: Ability to automate repetitive support tasks and improve operational efficiency.
- Banking Domain: Understanding of banking applications, transaction processing, batch processing, and business-critical production operations.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience supporting business-critical applications in a banking or financial services environment.
- Knowledge of Linux/Unix operating systems and application/server logs.
- Familiarity with SLA management, production support rotations, and on-call support.
- Strong analytical, troubleshooting, communication, and stakeholder-management skills.
Key Competencies
- Incident prioritization and effective problem-solving.
- Root cause analysis and preventive action implementation.
- Production stability and service improvement.
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- Ability to work in a 24/7 support environment when required.
Overall Objective: Ensure stable and reliable banking application operations by proactively monitoring systems, resolving production incidents, automating routine activities, and meeting defined service-level agreements (SLAs).
The L1 Application Support team is the first line of defense for all production-related customer issues. You will handle customer queries, follow Standard Operating Procedures (SOPs) to resolve incidents, perform preliminary checks, and escalate issues to the Integration Engineering or Development teams when required. This role ensures smooth platform operations, fast response times, and a great customer experience.
Job description: https://drive.google.com/file/d/1MvBp9I_xsheIhmKUwgH8iNPaTydLGwZ1/view?usp=drive_link
Application form: https://docs.google.com/forms/d/e/1FAIpQLSf8CM2g22WLPD9QWxK8o2cdAr_y6PhWzIb-Z0k5sQ59ufdsGQ/viewform?usp=dialog
Responsibilities
- Incident Handling & Production Support
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- Monitoring & Alerts
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- Customer Interaction
Requirements and Qualifications:
- Minimum 1 year of experience as App support or product support
- Basic understanding of APIs, JSON, request/response flow.
- Ability to read logs and use monitoring tools.
- Strong communication and customer-handling skills.
Location: Bangalore, Karnataka
grafanaJob Summary
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Job Details
- Location: Hyderabad
- Work Mode: WFO
- Notice Period: Immediate Joiners Only
The recruiter has not been active on this job recently. You may apply but please expect a delayed response.
As a Customer Support Executive / Manager, you will own a set of client accounts and ensure they successfully adopt and use the product.
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Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon