Jobs from Benvia LLC

Hi

I wish you are doing great today.

This is Vikranth from Benvia LLC. I have a Job opportunity as " " would appreciate if you can let us know your interest in this Job.

Job Title : Tech Support Lead
Locations : Allan, Texas
Duration : 12 Months Contracts

"U.S. Citizens and those authorised to work in the U.S. are encouraged to apply. We are unable to sponsor at this time."
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Job Description:
Receive and process inbound client requests, maintaining SLA's and documenting tickets appropriately.
• Handle projects that are beneficial to the overall department.
• Troubleshoot and resolve various customer issues, including:
• Site inaccessibility
• Login issues
• Issues with automated assessments
• Integrations/API
• Basic troubleshooting
• Report defects and feature requests/enhancements.
• Escalate issues to Support Management/Escalations teams as necessary, driving the issue to resolution.
• Provide on-call support.
• Debug/root cause analysis in a distributed system and build best Runbooks/automate it.
• Evaluate tool sets and participating in building new monitoring capabilities as well as bring requirements to DevOps/Product Management team
• Build solid automated, monitoring and alerting platform. This includes but not limited to – Platform Monitoring, API Monitoring, Logs Monitoring.
• Build best practices around monitoring and define various metrics that can be measured including SLA.
• Ability to debug/root cause complex distributed system in production; build/automate Runbooks
• Database management in production – Back-up, recovery.
• Good programming skills in Python, Shell programming.
• Define and lead monitoring for IaaS, PaaS, SaaS (API), 24x7 from low level monitors to high level service level monitors (e.g. process/service monitor, log monitor, REST API monitor, storage monitor).
• Experience working on tools like Nagios, Zabbix, ELK, Graphite, Grafana, APM tools (new relic, AppDynamics).
• Experience integrating with ServiceNow, Pager Duty, JIRA.
• Experience building analytics from data collected from various monitors. e.g. TOP N APIs, TOP N customer.
• Knowledge to build capacity planning map from historical data collected from production system.
• Good understanding of large-scale distributed systems in practice, including multi-tier architectures, application security, monitoring and storage systems, load balancing.
• Experience in the Linux environment and a good understanding of its fundamentals and internals: filesystems, security, networking.
• Working knowledge of VPN, internet security, SSL, HTTPS, TLS, DTLS

MANAGERIAL SKILLS
• Responsible for leading, managing and defining TechOps Support, ensuring Production is always up and running with desired SLAs/KPIs.
• Manage support team both locally as well as offshore.
• Extensively collaborate with Cloud/Dev/Tech Ops team, engineering, QA, field performance and support teams to root cause, debug production issues, learn from it and build Runbooks and SOPs.
• Experience leading Tech support teams and developing best practices.


SOFT Skills
• A demonstrated passion for automation.
• Results-oriented, collaborative professional with ability to work successfully in a matrixed organization.
• Clear communicator who is very conductive to working in a team environment and helps lift team spirit.
• Grit, drive and a strong feeling of ownership.
• Innovative professional with a bias towards action rather than simply maintaining status quo.

Thanks & Regards

Vikranth Gummadi
Vikranth.gummadi@benvia.com
Benvia LLC http://www.benvia.com/


Tech Support Lead
Confidential
Allen, TX

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