• Degree in Computer Science / IT / Software Engineering, or equivalent practical experience.
• 5+ years of experience in SLA-driven service operations or production support environments.
• Strong hands-on experience with:
  • Linux, networking, and application troubleshooting
  • Observability tools (e.g.Prometheus, Grafana, Datadog/New Relic, Elasticsearch/Splunk)
  • Databases (PostgreSQL/MySQL), REST APIs, and distributed systems
  • Containers (Docker, Kubernetes) and CI/CD pipelines
  • Software engineering background (e.g., Java, Python) and runtime understanding (JVM/.NET/Node concepts)
• Infrastructure as Code exposure (Terraform and/or Ansible).
• Solid understanding of ITIL/ITSM, incident management, and reliability concepts (SLO/SLI/KPIs).
• Strong analytical mindset, ownership mentality, and ability to coordinate during critical incidents.
• Very good English communication skills and intercultural competence.

• Perform advanced troubleshooting using logs, metrics, traces, and database queries.
• Own complex incidents, conduct deep root cause analysis, and implement workarounds to restore service.
• Handlecode-level, architectural, and systemic issues beforeescalation to L3/development teams and ensure temporary mitigations/workarounds to restore service while permanent fixes are developed.
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Reliability & Continuous Improvement

• Contribute to post-incident reviews with clear findings and corrective actions.
• Improve monitoring, alerting, and observability to reduce noise and strengthen service stability.
• Support automation and resilience improvements where applicable.
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Changes, CI/CD Safety & Release Support

• Support production changes, hotfixes, and configuration updates within controlled change and release processes.
• Contribute to CI/CD safety, release strategies, and rollback mechanisms.
• Provide support for both production and lower environments (such as staging, testing, and development), ensuring issues areidentifiedand resolved across all stages of the deployment lifecycle.
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Collaboration & Interfaces

• Work closely with DevOps, platform, development, and architecture teams to ensure production readiness.
• Support L1 teams by improving runbooks, monitoring, and knowledge transfer (shift-left).
• Coordinate with external vendors andvalidatethe quality of delivered fixes.