Company – Appnomic Systems
Location – Mumbai
Status – Full Time, Employee
Job Category – Computers, Software
Relevant Work Experience – 2 – 4 Years
Career Level – Experienced (Non-Manager)
Education Level – Bachelor’s degree or higher in Computer Science, Engineering
About Appnomic
Appnomic is a leading provider of innovative IT operations management solutions, specializing in Application Performance Monitoring (APM) and Artificial Intelligence for IT Operations (AIOps). Founded with a mission to transform how businesses manage and optimize their IT infrastructure, Appnomic leverages advanced analytics, machine learning, and automation to deliver unparalleled insights and proactive solutions. Our comprehensive platform empowers organizations to predict, detect, and resolve IT issues before they impact end-users, ensuring seamless operations and enhanced user experiences.
Read more at appnomic.com and follow us on Twitter and on LinkedIn.
Position Deliverables
- Developing a deep understanding of Appnomic products
- Supporting our customers and partners using our products
- Provides technical support and monitors day to day Customer incidents reported in form of Tickets and Emails.
- Strives to meet availability and Mean Time To Recovery (MTTR) objectives.
- Monitors all incidents/issues until the application services return to normalcy.
- Troubleshooting technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
- Reproducing customer issues and if necessary, file bug reports, escalate cases to engineering, and provide necessary documentation
- Assists the Field Team with deployment of new releases and sustaining technology for internal and external customers.
- Responds to Incident, telephone calls, emails, and personnel requests for support in a timely and courteous manner.
- Provides initial triage of problems impacting our monitoring ability of the Clients Infrastructure and determine problem source and provides resolution if possible.
- Creating support tools and building a knowledge base of product issues
- Providing clear & constructive product feedback to Product Management / Solutions teams based on customer requirements
- Documenting best practices in troubleshooting / supporting Appnomic solutions
- Providing documentation content and participate in online forum support for real-time questions from Appnomic users.
Requirement
- Good Exposure to workflow automation tool(s). At least must have worked as a user to a Service Desk / workflow / Monitoring tools / Runbook automation tool (CA / BMC / HP / IBM /JIRA / etc)
- Should have worked on troubleshooting application issue tickets and providing RCA to user within SLA time
- Should have performed the activities related to health check of applications and uptime Reports Should have performed activities to resolve incidents and service requests, or escalate as per escalation matrix
- Good Exposure to scripting / Programming / Tool Customization. Preferably shell or Python
- Understanding of IT Operations (IT Infrastructure and Application operations)
- Experience with any one for the Application RabbitMQ, Opensearch/ Elastic search , Docker, Graphana, logstash.
- Exposure to 1 or more of the following business domains (Must have managed a client in any of the domains listed in the career history): BFSI / Ecommerce / Manufacturing
- Ability to understand Application architecture and associated business / IT Operations workflows.
- Must be able to work in a fast-paced technical environment and support a product with frequent product releases and regular maintenance updates
- Great communication and technical skills are must. Should be able to handle any client issues on his/her own
