Production Support Analyst

Job Description

As an exceptional talent at Litmus7, you will be responsible for working on a 24x7 rotational shift to monitor, triage, and fix customer Digital Landscape with a mandatory requirement of Retail production support knowledge.**Key Responsibilities:**- Proactively monitor application uptime, performance metrics, transaction failures, and key error thresholds of mission-critical applications and services across on-prem and cloud-hosted environments.- Perform alert triage and initial diagnosis for application performance and availability issues based on SLAs.- Create and route tickets via ServiceNow based on alert severity and impact.- Maintain and optimize monitoring visibility and dashboards following industry best practices.- Execute, build, and update SOPs.- Coordinate with various application Teams, SMEs, and Service Desk operations team to resolve and escalate issues.- Recommend and implement best practices on alerts, optimizations, and automations.**Technology Environment:**- Monitoring platforms: DataDog, LogicMonitor, Pingmon, Yottaa, Spotlight.- Ticketing systems: ServiceNow, Jira.**Qualifications Required:**- Willingness to work on 24x7 rotations at Bangalore work location.- Experience: 1 to 3 years in end-to-end application support ecosystem, with retail know-how being a plus.- Ability to take ownership, accountability, and responsibility for assigned tasks.- Collaborate effectively with business and application owners on troubleshooting, support, and documentation.- Excellent communication skills for customer presentations and driving P1 incidents.- Strong adaptive skills to work under pressure based on SLAs.- Demonstrate teamwork, humility, and lead by example.Please note: This job requires working on a rotational shift and possessing the mentioned technical expertise and operational skills. As an exceptional talent at Litmus7, you will be responsible for working on a 24x7 rotational shift to monitor, triage, and fix customer Digital Landscape with a mandatory requirement of Retail production support knowledge.**Key Responsibilities:**- Proactively monitor application uptime, performance metrics, transaction failures, and key error thresholds of mission-critical applications and services across on-prem and cloud-hosted environments.- Perform alert triage and initial diagnosis for application performance and availability issues based on SLAs.- Create and route tickets via ServiceNow based on alert severity and impact.- Maintain and optimize monitoring visibility and dashboards following industry best practices.- Execute, build, and update SOPs.- Coordinate with various application Teams, SMEs, and Service Desk operations team to resolve and escalate issues.- Recommend and implement best practices on alerts, optimizations, and automations.**Technology Environment:**- Monitoring platforms: DataDog, LogicMonitor, Pingmon, Yottaa, Spotlight.- Ticketing systems: ServiceNow, Jira.**Qualifications Required:**- Willingness to work on 24x7 rotations at Bangalore work location.- Experience: 1 to 3 years in end-to-end application support ecosystem, with retail know-how being a plus.- Ability to take ownership, accountability, and responsibility for assigned tasks.- Collaborate effectively with business and application owners on troubleshooting, support, and documentation.- Excellent communication skills for customer presentations and driving P1 incidents.- Strong adaptive skills to work under pressure based on SLAs.- Demonstrate teamwork, humility, and lead by example.Please note: This job requires working on a rotational shift and possessing the mentioned technical expertise and operational skills.

Keyskills :
Proactive monitoringServiceNowSpotlightJiraRetail production supportAlert triageTicket creationMonitoring platformsDataDogLogicMonitorPingmon