Job Description Overview
We are looking for an experienced professional to support application operations, incident management, and stakeholder coordination across global teams. The role involves ensuring application reliability, resolving production issues, and driving operational excellence in a fast-paced environment.
Key Responsibilities
- Serve as the local point of contact for business stakeholders in China for application related issues.
- Monitor application health, availability, logs, alerts, and performance across production environments.
- Troubleshoot complex issues, perform root cause analysis, and coordinate permanent fixes with engineering and infrastructure teams.
- Lead incident response for high-severity issues, including communication, escalation, coordination, and resolution tracking.
- Work closely with India and U.S.-based SRE, IT, development, and support teams to resolve issues efficiently.
- Participate in change management, release readiness, cutover support, and post-release stabilization.
- Build and maintain runbooks, SOPs, support documentation, and known error articles.
- Collaborate with business stakeholders to understand operational impact and prioritize issues based on business criticality.
- Support monitoring, alerting, logging, and dashboard improvements to increase visibility and reduce downtime.
- Drive automation of repetitive operational tasks to reduce manual intervention.
- Support root cause analysis and post-incident reviews and ensure action items are tracked to closure.
- Maintain strong communication with cross-functional teams across different time zones.
- Contribute to reliability improvements, observability enhancements, and operational excellence initiatives.
Required Qualifications
- 8+ years of experience in SRE, production support, application support, or similar operational roles.
- Strong experience supporting ecommerce and/or POS applications in production.
- Experience acting as a business-facing point of contact and coordinating across technical and non-technical teams.
- Good to have Burgeon POS.
- Strong troubleshooting and incident management skills.
- Experience working with distributed global teams across India, the U.S., and APAC.
- Hands-on experience with monitoring, logging, and alerting tools.
- Good understanding of application support, release management, change management, and problem management.
- Experience writing and maintaining runbooks, SOPs, and support documentation.
- Strong communication skills and ability to manage stakeholder expectations.
- Ability to work independently and handle high-pressure production issues.
Good English communication skills.
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