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Protocol Intelligence
Data-driven signals on your job's competitivenessTier-1 brand, mid-level generalist DevOps role in metro with broad skills increases competition.
Core incident response and observability skills are transferable, though retail and AI/ML monitoring knowledge adds domain specificity.
Explicit five-year production support requirement, ITIL and tooling skills create moderate filtering.
Job Description
Structured overview of role & requirementsAbout This Role
Provide advanced L2 technical support and manage escalated incidents end-to-end for mission-critical production and non-production environments.
Lead root cause analysis, change management, and support process improvements to ensure system stability and reduce MTTR.
Collaborate globally with engineering and product teams, leveraging AI/ML tools for observability, automation, and incident detection.
Minimum Requirements
Bachelor's degree in computer science, IT, engineering, or related field.
5 years experience in production, software, or technical support with L2 or escalation tier ownership.
Strong troubleshooting skills across distributed systems including applications, APIs, databases, and infrastructure.
Proficiency with ITIL practices and monitoring tools (e.g., Splunk, Grafana, Dynatrace); scripting ability (Python, Shell, PowerShell).
Ideal Candidate Profile
Experienced in operational ownership of complex, distributed technology platforms with focus on production support and incident resolution.
Familiar with AI/ML deployment and monitoring in production environments, leveraging AI-assisted observability and support automation.
Comfortable working across global teams and time zones with strong technical communication skills for documentation and stakeholder updates.