Impact You Can Create

• Accelerate Delivery Velocity: Design and scale robust, automated CI/CD pipelines that transition code from development to production seamlessly, minimizing time-to-market.

• Maximize System Resilience: Establish proactive, high-fidelity monitoring and logging frameworks that guarantee infrastructure visibility, low MTTR, and rock-solid platform stability.

• Orchestrate at Scale: Architect and manage enterprise-grade Kubernetes clusters and cloud-native environments to support highly available, multi-tenant global applications.

• Foster Collaborative DevOps Culture: Act as a critical technical bridge between development and operations teams, driving best practices in automation, version control, and infrastructure as code.

Roles & Responsibilities

• Automation & Scripting: Write and maintain high-quality scripts using Python, Ruby, or Go to automate configuration management, infrastructure provisioning, and application deployments.

• Linux System Administration: Perform advanced Linux systems administration, manage user accounts, access permissions, file systems, and engineer powerful shell scripts to automate routine tasks.

• CI/CD Pipeline Engineering: Design, build, and optimize scalable CI/CD pipelines utilizing tools such as Jenkins, GitLab CI/CD, or Azure DevOps, ensuring tight integration with version control systems and container platforms.

• Kubernetes & Cloud Orchestration: Deploy, scale, and manage infrastructure components across major cloud platforms (AWS, Azure, GCP), with a heavy focus on configuring and maintaining highly available Kubernetes clusters.

• Database Administration & Optimization: Oversee relational database management systems (RDBMS) like MySQL and PostgreSQL, executing tasks related to schema design, query optimization, normalization, backups, recovery, and security tuning.

• Observability & Incident Mitigation: Set up centralized logging and monitoring solutions to collect and analyze application telemetry, pinpointing root causes of complex infrastructure issues to implement permanent fixes.

• Repository & Lifecycle Management: Administer Git repositories, establishing clean branching, merging, and conflict-resolution strategies to enable friction-free developer collaboration.

• Process Documentation: Clearly document internal DevOps frameworks, deployment pipelines, operational runbooks, and system architectures to maintain knowledge continuity.

Role Summary

We are seeking a highly motivated Software Support Analyst who combines strong technical troubleshooting skills with a passion for customer success. The ideal candidate thrives in a fast-paced environment, takes ownership of complex issues from identification through resolution, continuously improves support processes, and builds strong relationships with clients and internal teams. The candidate should demonstrate a proactive mindset, strong analytical thinking, and a commitment to delivering exceptional service and business value.

Key Responsibilities

• Manage and triage client-reported incidents, service requests, and production support tickets, ensuring timely first response, investigation, resolution, and proactive communication.
• Analyze, reproduce, and troubleshoot complex application issues by collaborating with Development, QA, PL/SQL, Services, and Infrastructure teams.
• Perform root cause analysis and provide workarounds, fixes, and recommendations to minimize business impact.
• Own support cases from initiation through closure, ensuring adherence to SLAs and support metrics.
• Conduct post-deployment validation and production verification activities to ensure successful releases and uninterrupted business operations.
• Configure and maintain application components including Labels, Lists of Values (LOVs), JSON configurations, workflows, and other system settings based on business requirements.
• Support integration processes by monitoring inbound and outbound file transactions, validating processed data, investigating failures, and resolving exception scenarios.
• Develop and maintain Business Intelligence (BI) reports and dashboards to support operational and business reporting requirements.
• Perform data analysis and validation using SQL and Oracle databases to troubleshoot issues and verify application functionality.
• Coordinate with leadership, stakeholders, and cross-functional teams to communicate issue status, risks, escalations, and resolution plans.
• Independently manage assigned client accounts, ensuring application stability, proactive issue resolution, and overall customer success.
• Document troubleshooting procedures, knowledge articles, support processes, and best practices to improve operational efficiency.
• Monitor and contribute to key support metrics such as ticket backlog, response time, resolution time, and escalation management.
• Act as a trusted advisor to customers by understanding business processes and recommending best practices to improve system adoption and operational efficiency.
• Identify recurring issues and collaborate with Product and Engineering teams to eliminate root causes and improve product stability.
• Create and maintain knowledge articles, support runbooks, troubleshooting guides, and standard operating procedures.
• Recommend process automation opportunities and continuous improvements that enhance support efficiency and customer satisfaction.