Support Developer
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Key skills for this role
About the Role
Handle level 3 incidents, coordinate with technical teams, implement automation solutions, and communicate platform updates while ensuring high availability and customer focus.
Key Skills for This Role
Responsibilities
- Handle Level 3 incidents in the application platform
- Plan on call and support rotations
- Conduct functional tests after each release
- Monitor application status and triage incidents
- Implement and maintain automation solutions for support services
- Communicate platform incidents, outages, and releases to stakeholders
Requirements
- Experience in web and API development
- Experience with monitoring tools and incident notification
- Ability to coordinate and delegate incidents to technical teams
Full Job Posting
Role Overview
- As a Support Developer, you will handle Alef platform related incidents and requests as a level 3 line of support.
- You will assign and coordinate incidents/bugs to relevant technical agile teams.
- You will act as the vital link between operations and development by communicating platform releases, new features and planned downtimes.
- You should have strong skills in web & API development to implement automation solutions for support services and tools.
Key Responsibilities
- Planning on call/on support rotations.
- Handle level 3 incidents in the application platform incidents.
- Conduct functional test after each release.
- Monitor application status.
- Triaging incidents and assigning it the right priority and context details.
- Delegating and coordinating between the different software engineers until the reported incident is resolved.
- Suggest and provide solutions around areas to improve within the application support.
- Communicating platform incidents, outages, releases with the appropriate stakeholders.
- Setting up and configuring, monitoring tools, configuring thresholds, integrating incident notification tools.
- Implement and maintain automation solutions for support services and tools.
- Implement new features in Alef Eye according to requirement.
- Sending release notices for planned releases.
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