Minimum requirements are experience with AWS, Kubernetes, and ECR repositories, and DataRobot knowledge is a plus as the applications are hosted on these services and requires in supporting day-to-day tasks.
Years of Experience:
At least 4 - 5years’ experience in developing, implementing and maintaining IT systems
Role and Responsibilities:
The Level 2 Support team is responsible for providing advanced technical support for the Data Streaming platform once it becomes fully operational. This role focuses on diagnosing and resolving issues escalated from Level 1 (L1) support, maintaining system stability, and coordinating with engineering and vendor teams to ensure continuous service availability and optimal performance.
Key Responsibilities:
Incident Management
- Investigate and resolve incidents escalated by the L1 support team.
- Conduct root cause analysis (RCA) for recurring or critical issues.
- Escalate complex incidents to Level 3 (L3) or vendor teams where necessary.
System Monitoring& Maintenance
- Monitor system performance, data flows, and integrations within the Data Streaming environment.
- Perform routine system health checks, log reviews, and preventive maintenance tasks.
- Implement minor configuration changes and system optimizations as required.
Problem & Change Management
- Support problem management activities by identifying and addressing underlying technical issues.
- Participate in change management processes, including testing and deployment of patches, upgrades, and new features.
Collaboration &Communication
- Work closely with L1 support, infrastructure, data engineering, and vendor teams to ensure timely issue resolution.
- Document troubleshooting procedures, resolutions, and updates for knowledge base improvement.
- Communicate technical updates and incident statuses to relevant stakeholders.
ContinuousImprovement
- Recommend improvements to monitoring tools, workflows, and processes to enhance system reliability.
- Support system audits, compliance checks, and performance reviews.
Requirements / Qualifications:
- Diploma or Degree in Information Technology, Computer Science, or a related field.
- Experience in application or platform support, preferably in data systems or cloud environments.
- Familiarity with DataRobot, or datastreaming technologies is an advantage.
- Strong analytical and troubleshooting abilities.
- Proficient in incident and problem management processes (e.g., ITIL framework).
- Good communication and stakeholder management skills.
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