Job Description
A hybrid developer-tester-operator who is passionate about code quality, stability, and customer satisfaction.
Monitor the support mailbox continuously, 24/7/365 (based on shift allocation).
Manage support tickets (Jira / ServiceNow) and provide L1/L2 assistance, ensuring adherence to SLAs for support issues.
Support client production environments by monitoring logs and responding to alerts.
Conduct root cause analysis and collaborate with development and DevOps teams to implement long-term solutions.
Strong communicators capable of interfacing with QA, developers, operations, and business users.
Able to debug and resolve critical incidents under pressure while implementing proactive solutions to prevent recurrence.
Assist in data setup, test environments, and replicating complex user issues.
Maintain standard operating procedures (SOPs), runbooks, and support guides.
Knowledge in the payment domain and APIs is beneficial.
Familiarity with cloud systems is also advantageous.
