Production Support Engineer (Bengaluru, IN)

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

Job summary

GMP, a pioneer of Interoperable Smart Parking, is expanding its global footprint and seeks a technical operations specialist in Bengaluru. You will monitor critical applications, notify deviations, and manage tickets end-to-end to ensure rapid restoration of services.

The role requires diagnostic work across software, hardware, networks and systems, plus developing troubleshooting guidelines and collaborating with stakeholders across the organization in rotational shifts.

Qualifications

• Strong knowledge of Python and SQL.
• Familiarity with ITIL framework and Agile methods.
• Networking fundamentals and API/IoT basics.
• Hands-on experience with Kibana, Grafana, Firebase and APM.

Responsibilities

• Monitor critical applications and proactively notify deviations using tools like Kibana, APM, Cloudwatch, etc.
• Open and track tickets through resolution and provide summaries to customers.
• Diagnose software, hardware, networking, and systems failures.
• Execute resolutions and follow standard practices to restore services.
• Develop troubleshooting tips and guidelines for technical support.
• Coordinate with internal and external stakeholders and adhere to SLAs.

Skills

Python

SQL

ITIL

Agile

Networking

API & IoT

Atlassian

Kibana

Firebase

APM

Grafana

Communication

Stakeholder mgmt

Job description

GMP has established itself as the pioneer of Interoperable Smart Parking which connects all parking and mobility stakeholders on a common platform who are operating in silos. GMP has had great success in the European market and is now expanding in US and other markets globally. This is an opportunity to be part of a high growth team with a global footprint.

Job Responsibilities:

• Monitor the critical applications and proactively notify whenever there is any deviation , to name a few like Kibana, Crashlytics, APM, Cloudwatch, etc.
• Open and track tickets through resolution and give summary reports to customers.
• Diagnose software, hardware, networking and systems failures.
• Execute resolutions to problems and follow standard practices.
• Determine, record and work with team to revise current procedures to enhance customer satisfaction.
• Develop troubleshooting tips and tools to use in diagnosis.
• Develop best practices and guidelines for technical support.
• Efficient handling of on-ground incidents.
• Review Meeting with Internal & External stakeholders (weekly / Monthly).
• Following defined escalation path when needed.
• Re-routing misdirected incidents that have not been handled in a timely manner.
• Service Improvement Plans for Technology.
• Work with Incident Resolution Team and respective SDMs / IT SPOCs for faster restoration of services.
• Communicating across organizational boundaries - from engineers through to senior managers.
• Adhering to defined internal & external SLAs
• Flexible to work in rotational shifts*

Skills:

• Should be good in Python, SQL.
• Ability to think logically
• Basic knowledge of ITIL framework
• Basic knowledge on Agile methodology
• Networking Knowledge
• Basic knowledge on API and IOT
• Basic Knowledge on Atlassian Suite
• Communication and Stakeholder Management
• Handson experience in Kibana, Firebase, APM, Grafana