Operations Support Engineer

Role and responsibilities

Incident Response and Triage

• Manage and monitor production support Mailbox and take appropriate actions on incoming cases.
• Create ticket if necessary
• Troubleshooting and issues resolution: investigate and identify the underlying cause of app issues by understanding business and functional requirements, analyzing logs, examining source codes and performing data queries.
• Implement fixes and workaround: data patching, educate end users on workaround, configuration adjustments.
• Consult dev teams for resolution if required.
• Escalate to relevant dev teams if involved codes fixings or system enhancement.

Schedule maintenance support

• Communicate with external agency and relevant stakeholders on the scheduled maintenance before and after maintenance.
• Apps testing after maintenance
• Ensure app services back to normal after maintenance