Associate

Key Responsibilities
Production Support & Incident Management
Response & Resolution: Adhere to defined On-call processes and strictly follow Ticket
Resolution SLAs.
Root Cause Analysis: Track and analyze recurring issues and support activities,
collaborating with Production Support Engineers (PSEs) to identify root causes and
implement permanent fixes.
Issue Oversight: Oversee the timely response and resolution of all production issues,
prioritizing based on business impact.
End-to-End Troubleshooting: Coordinate and facilitate the troubleshooting and recovery
of complex, end-to-end problems that span multiple teams and technical layers.
Stakeholder Communication: Provide crisp, timely updates to all stakeholders (intra-team
and inter-team) via standups, emails, and meetings.
Ownership: Self-unblock when necessary; for features with widespread impact,
coordinate with stakeholders with minimal supervision.
System Monitoring & Automation
Operational Monitoring: Ensure monitoring SLAs are met by proactively actioning system
anomalies and alerts.
Efficiency: Drive automation initiatives for better system monitoring and prompt issue
detection/remediation.
Backlog Management: Participate in functional debt backlog grooming and work toward
significant on-call reduction through triaging.
Collaboration & Domain Expertise
Cross-functional Engagement: Collaborate with Business, Product Management, and
Development teams to drive issues to closure and understand the changing production
landscape with new feature releases.
Continuous Improvement: Drive product and process improvements to reduce response
and resolution times.
Domain Knowledge: Maintain a strong understanding of the functional domain (e.g.,
Warehouse Management Systems), performance/scalability concepts, and the underlying
tech stack.

Work arrangement
No