Role Purpose
Provide dedicated, hands-on technical support for Customer s on premise enterprise platforms (with a focus on the Aerospace division), ensuring system stability, faster incident resolution, and proactive maintenance. This role will act as an extension of Customer s technical team, reducing dependency on the client s internal stakeholders for troubleshooting and log analysis.
Veraciti Kallik s end-to-end software covering the entire labeling lifecycle of highly regulated industries
Key Responsibilities
On-Premises Server and Platform Support
Provide L2 and L3 support for on-premise servers hosting enterprise applications including Veraciti and related components.
Perform hands-on troubleshooting of system outages, performance degradation, and recurring downtime issues.
Access servers directly to analyze application, system, and service integrator logs.
Incident Management and Root Cause Analysis
Lead incident triage and resolution for production issues, especially those impacting Aerospace operations.
Perform detailed root cause analysis RCA and document findings with corrective and preventive actions, seeks approvals where needed complying with Customers requirements.
Coordinate with internal engineering teams, system integrators, and product vendors as needed.
Log Collection and Diagnostics
Proactively collect, analyze, and correlate logs across application, middleware, OS, and database layers.
Support Customer requests for log captures during incidents and audits.
Build reusable diagnostic playbooks to reduce future resolution times.
Maintains historic logs + issues and solutions applied to ensure key reference points for future troubleshooting.
Preventive Maintenance and Stability
Execute preventive maintenance activities including health checks, capacity reviews, patch coordination, and configuration validation.
Identify recurring failure patterns and recommend system hardening and reliability improvements.
Stakeholder Collaboration
Act as the primary technical support partner for key customer stakeholder and the Aerospace division.
Work closely with such stakeholders and other server owners to align access, responsibilities, and support boundaries.
Provide clear, non-technical updates to account managers and Customer leadership during incidents.
Documentation and Compliance
Maintain detailed documentation for system architecture, troubleshooting steps, known issues, and resolutions.
Adhere to strict security, compliance, and background verification requirements due to sensitive Customer environments.
Required Skills and Experience
Technical Skills
Strong experience supporting onpremise enterprise applications in production environments.
Handson expertise with: Windows and or Linux servers
o Application log analysis and system diagnostics
o Middleware or service integrator components
o Incident and problem management processes
Familiarity with hybrid environments (on prem and cloud) is a strong plus.
Experience
8 to12+ years of experience in infrastructure or application support roles.
Proven experience supporting mission critical systems with high uptime expectations.
Prior experience in manufacturing, aerospace, industrial, or regulated environments preferred.
Soft Skills
Strong troubleshooting mindset with the ability to work independently.
Excellent communication skills for working with Customer stakeholders under pressure.
Ability to translate technical issues into business impact.
Compliance and Security
Must be US-based due to Customer access and security requirements.
Ability to clear stringent background verification and comply with customer security policies.
Comfortable working in restricted, high sensitivity environments.
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