What you’ll do Incident response & triage

• Monitor production dashboards and alerts; acknowledge, classify (P1–P3), and triage incoming incidents within SLA response windows.
• Perform first-level diagnosis using logs, traces, and monitoring tools (Datadog / Grafana / CloudWatch) to isolate root cause or rule out environmental issues.
• Execute approved runbook steps to resolve known issues independently; escalate novel or high-severity issues to the Lead with a clear diagnostic summary.
• Maintain accurate, time-stamped ticket updates throughout the incident lifecycle so clients and internal stakeholders always have visibility.

Service request fulfilment

• Handle client service requests: configuration changes, access provisioning, agent re-deployments, and data queries within approved change management guardrails.
• Validate and document completed requests, ensuring audit trails are maintained in the ticketing system.
• Identify recurring requests that could be automated or self-served, and flag them to the Lead for process improvement.

Monitoring & proactive health checks

• Run scheduled health checks on production agent pipelines, API integrations, and data connectors; raise pre-emptive alerts for degradation trends.
• Maintain and update monitoring dashboards; propose new alert thresholds based on observed patterns.
• Participate in post-mortems and contribute findings to the known-error database and runbooks.

Knowledge & collaboration

• Document solutions to new issues in the internal knowledge base; keep existing runbooks accurate and up to date.
• Collaborate with Engineering, Platform, and Customer Success teams during handoffs, providing clear reproduction steps and log artefacts.
• Participate in the on-call rotation (shift-based); expected availability for P1 escalations during assigned windows.

What you bring Experience: 2–5 years in application / production support or a NOC environment

Domain: SaaS or cloud-hosted platform support; AI/ML familiarity a strong plus

Technical: Log analysis, API debugging, SQL queries, basic Python / shell scripting

Monitoring: Datadog, Grafana, CloudWatch, or equivalent observability tools

Ticketing: Jira Service Management, ServiceNow, or Zendesk

Cloud basics: AWS / GCP / Azure fundamentals; Docker / Kubernetes awareness

Additionally, You Will Have

• A methodical, structured approach to troubleshooting — you document what you tried, not just what worked.
• Clear written communication: ticket updates, client-facing messages, and handover notes that leave no ambiguity.
• Comfort working across time zones and collaborating asynchronously with distributed teams.
• Bonus: exposure to LLM-based or agentic AI systems, prompt engineering, or RAG pipelines in production.
• Bonus: ITIL Foundation certification or equivalent incident management training.