Sr Specialist App/Prod Support

Responsibilities and Day-to-Day View

• Fix support escalation issues: Optimize on-call rotations and processes - Improve system reliability through the optimization of on-call processes. Add automation and context to alerts – leading to better real-time collaborative response from on-call responders. Additionally, update runbooks, tools and documentation to help prepare on-call teams for future incidents.

• Document “tribal” knowledge - Gain exposure to systems in both staging and production, and take part in work with software development, support, IT operations and on-call duties – to build up historical knowledge over time. Instead of silo-ing this knowledge, ensure constant upkeep of documentation and runbooks to ensure that teams get the information they need right when they need it.

• Conducting post-incident reviews - Thorough and transparent post-incident reviews to keep teams honest and ensure that everyone is conducting post-incident reviews, documenting their findings and taking action on their learnings. Take action items for building or optimizing parts of the SDLC or incident lifecycle to bolster reliability of the service.

• Develop automation for mission critical applications using scripts, programs

• Provide customer impact analysis and troubleshoot complex issues using domain knowledge of AT&T Sales & Ordering flows, applications, and downstream interfaces

• Support APIs in K8s environment

• Contribute to design and implementation of new system layers utilizing principles of high-complexity compute environments.

• Provide on-call support for Production customer facing issues

• Work with developers, environment teams to identify necessary resources and remove constraints to increase application availability.

Roles and Responsibilities:

• 16 x 7 Production support and second level trouble shooting of incidents for mission critical high-performance applications

• 16 x 7 second level outage response for mission critical high-performance applications

• 1 x 7 Application performance monitoring, troubleshooting and corrective actions for mission critical high-performance applications

Shift timing (if any):  Rotational shifts

Location: Hyderabad & Chennai @ Bangalore

Primary / Mandatory skills:• Overall Experience: -7+ experience performing Production Support for Mission Critical, high performance applications• 4+ years of experience using Docker, Kubernetes and Cloud environments preferably Azure• Strong experience in Unix, Networking and troubleshooting knowledge, Docker, Kubernetes and Cloud environments• Experience in Java, Python, Shell Scripts• Experience in building and leveraging automated CI and CD pipelines using technologies such as Azure DevOps Server, Jenkins, Maven, Ansible, Chef, SonarQube, Puppet, etc• Experience in Relational & NoSQL databases like Oracle & Cassandra. Excellent knowledge of SQL: Excellent written and verbal English communication skills to work in a Global team

Knowledge of Java, ReactJS, Spring & Spring Boot framework, microservices & RESTful API architectureSecondary / Desired skills:• Agile, Lean Agile and/or Scaled Agile methodologies• Familiarity with version control systems (Git, Bitbucket) and modern version control for use in continuous deployments• Experience with visualization tools like Kibana and Grafana (EFK stack experience preferred)Additional information (if any): Willing to work in Shift Duties, Willingness to learn is very important as AT&T offers excellent environment to learn Digital Transformation skills such as cloud, Big data, AI, Full stack etc.Education Qualification: Bachelor’s/ Master’s degree in computer science or related fieldCertifications (if any specific): Any Certification related to Primary / Mandatory Skills• Kubernetes Certified Engineer or equivalent certification• Azure / AWS certificationExperience:• 7+ years of experience performing Production Support for Mission Critical, high performance applications (eCommerce experience preferred)• 4+ years of experience using Docker, Kubernetes, and Cloud environments preferably Azure• Solid understanding and experience in Application Performance Monitoring tools like Dynatrace, AppDynamics, Introscope, etc.• 4+ years of strong Unix, Networking and troubleshooting knowledge• 4+ years of experience in Customer Experience Analytics tool like Quantum Metric or TeaLeaf• 4+ years of experience in Relational & NoSQL databases like Oracle & Cassandra. Excellent knowledge of SQL.• 4+ years of experience J2EE applications and an application server like WebLogic, WebSphere or JBoss• 2+ years of experience in Java, Python, Shell scripting• Experience with visualization tools like Kibana and Grafana (EFK stack experience preferred)• Experience mentoring & training others• Experience with Site Reliability Engineering preferred• Experience working in a large scale technically diverse organization• Experience with web-based applications, http, https, SSL/TLS• Should have strong understanding of security principles