What You'll Do:

Handle Level 1 escalation of all PD alerts, Customer Slack requests, Security Defects
Own Infrastructure Maintenance activities (Restack, Upgrades) of all Data Movement and Data Reliability AWS resources on schedule
Manage the L1 Oncall Runbook lifecycle
Updating the runbook with latest instructions
Versioning and change log
Drive end to end Change Management process that includes but not limited to
Create CRs with proper release and roll back plans
Maintain Documentation evidence as guided by Audit and ISO Standards
Decommissioning of UIP Pipelines/AWS Resources
Drive Program activities that require stakeholder communications & collaboration (Data collection etc)
Support platform users maintenance activities (DB Maintenance, Security Patching etc)
Perform Bi-Monthly Self Audits and Identify gaps in ISO Standard compliance
Implement ISO Standards to ensure Data Movement Platform is ISO Compliant
Provide 24*7 support for all incidents and problems related to the supported applications.
To involve and provide support during the war room activity of Tax peak Jan 2025 to Apr 2025
Maintaining Dashboards and addressing any anomaly
Release support during downtime windows and production releases
Post release validation and support on application and AWS that includes monitoring, on call support, operational excellence and timely sign off from dependent component releases
Post release monitoring
Follow of the escalation metrics for any kind of support requirement towards timely delivery
Monitor & Resolve Non 7216 PD Alerts
Critical Pipeline monitoring during business peaks (Monthe End, HCAP, Tax Season etc)

Expertise You'll Bring:

Have worked on L0, L1, L2 support mode
Ready to work in 24*7 on call support.
Support on UIP Pipeline creation & BPP pipeline creation
Support on Security / Compliance Bug fix resolution

Lead Support Engineer

Job Description

Required Skills