Associate

Virtusa; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Virtusa in Bengaluru seeks a Production Support Engineer to manage incidents, monitor systems, and troubleshoot end-to-end issues across multiple teams. You will coordinate with PSEs, ensure SLA adherence, and keep stakeholders informed through standups and timely updates.

The role emphasizes automation, backlog grooming, and domain knowledge of warehouse management systems to reduce on-call workload and drive continuous improvement.

Responsibilities

• 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.
• 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.
• 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.

Job description

• Response & Resolution: Adhere to defined On-call processes and strictly follow Ticket
• Root Cause Analysis: Track and analyze recurring issues and support activities,

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.