Hotfoot - Support Engineer (3-5 yrs)

Key Responsibilities :

Incident Management :

- Respond promptly to production incidents and outages.

- Diagnose and troubleshoot issues related to application performance, database connectivity, and system stability.

- Resolve production issues within agreed SLAs (Service Level Agreements).

Root Cause Analysis (RCA) :

- Conduct thorough investigations to determine the root cause of production issues.

- Document and analyze incident trends to identify potential areas for improvement.

Collaboration :

- Coordinate with development teams to implement permanent fixes for production issues.

- Work closely with other support teams (e.g , network, infrastructure) to resolve complex issues.

Knowledge Management :

- Participate in knowledge transfer sessions to enhance understanding of products and domains.

- Document and share knowledge within the support team.

Release Management :

- Assist in the deployment of software releases in both User Acceptance Testing (UAT) and Production environments.

- Monitor the impact of software changes on production systems.

Proactive Monitoring :

- Monitor system performance and proactively identify and address potential issues.

Required Skills :

- Strong understanding of Operating Systems: Experience with Linux, Unix, and Windows operating systems.

Database Expertise :

- Hands-on experience with Oracle, SQL, and MySQL databases, including SQL query writing and database administration.

Scripting/Programming: Basic scripting knowledge (e.g , Python, Bash) is a plus.

Troubleshooting & Debugging: Excellent analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues.

- Communication & Collaboration: Excellent written and verbal communication skills.

- Ability to effectively communicate technical information to both technical and non-technical audiences.

Teamwork: Strong team player with the ability to collaborate effectively with other team members and stakeholders.

Preferred Skills :

- Experience with cloud platforms (e.g , AWS, Azure, GCP).

- Experience with monitoring and logging tools (e.g , Splunk, ELK stack).

- Experience with ITIL or other IT service management frameworks.

- Knowledge of DevOps practices and tools.

Education :

- Bachelor's degree in Computer Science, Engineering, or a related field