Tower Lead (Support & Operations)

Job Summary

To ensure timely resolution of escalations according to agreed-upon norms, deliver reports and services as outlined in the SOW, and effectively implement organizational initiatives.

Key Responsibilities

1. To ensure generation of tower level EE & EN revenue

2. To ensure that all responsibilities, tasks and escalations/crisis are closed as per agreed SLA norms

3. To oversee Operational Hygiene, validate reports and ensure that services are provided as per agreed SOW

4. To promote positive customer satisfaction and develop new initiatives/ frameworks to improve the same

5. To oversee and implement Profit Improvement Plan (PIP) through levers like Automation & self-driven initiatives     Â

Skill Requirements

Site Reliability Engineering (SRE) role, emphasizing over 7 years of IT experience with expertise in Java, Spring Boot, microservices, and hands-on experience with New Relic for performance monitoring

understanding SRE principles, DevOps practices, and experience with high-availability large-scale e Commerce platforms, along with operational knowledge of Angular applications and NoSQL databases such as CouchDB or Couchbase

Other Requirements

Key skills include incident management, root cause analysis, production troubleshooting, Linux, networking fundamentals, and application runtime diagnostics

Preferred qualifications include experience with cloud platforms (Azure, AWS, GCP), containerization and orchestration tools like Docker and Kubernetes, CI/CD automation, performance testing tools like JMeter, and chaos engineering concepts

Domain experience in retail or e Commerce, covering order management, payments, loyalty, promotions, customer identity and profile services, and handling high-traffic seasonal sale events is also favored