Digital L3 SME - C2C - Onsite - San Ramon, CA - ONSITE
Working knowledge in Retail domain and eCommerce is mandatory, please do not share profiles without retail domain and eCommerce experience.
Job Description:
Year Of Experience: 10-15 Years.
Support coverage: PST Business Hours
Location: San Ramon, CA
Working knowledge in Retail domain is mandatory, We need someone good at Shopify, worked on new Relic tool is good to have, or any observability tools, log analysis, worked on ecommerce application support will do.
Must have knowledge of how SRE Lebel 2 application support works.
Working knowledge in Retails platforms Shopify and other frond end teach stacks node JS, react, APIs & aws are mandatory.
Hands on experience in Monitoring, Logging, Alerting, building Dashboard and report generation in any monitoring tools such as AppDynamics/Splunk/Dynatrace/Datadog/CloudWatch/ELK/Prome/New Relic). This engagement is a customer using NewRelic, PagerDuty , slacks hence it is good to have this expertise.
Should know how to write SQL query to fetch details from NewRelic, database.
Must have Developer mind sets logs analysis, confident enough to talk on customer calls, automate the issues, provide dev fixes etc.
Should know how to investigate logs, leverage basic Java skills, Python to write automation scripts.
Must have knowledge in ITIL framework specifically on Alerts, Incident, change management, CAB, Production deployments, Risk and mitigation plan.
Should be able to lead P1 calls, brief about the P1 to customer, proactive in gathering leads/ customers into the P1 calls till RCA.
Experience working with postman.
Should have knowledge on building and executing SOP, runbooks, handling any ITSM platforms (JIRA/ServiceNow/BMC Remedy)
Should know how to work with the Dev team, cross functional teams across time zones.
Should be able to generate WSR/MSR by extracting the tickets from ITSM platforms.
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