Hosting Product Specialist
Location(s): Mumbai / Bangalore
Preferred Experience: 3 to 6 years
Responsibilities :
- Participate in 24x7 shifts
- Monitor the stability of our products with various internal tools.
- L2 Support ownership of all hosting products (cpanel/plesk/vps/cloud/dedicated).
- Handle incident response, troubleshooting and fix for various product/services.
- Handle escalations as per policies/procedures.
- Get different internal/external groups together to resolve production site issues effectively.
- Communicate clearly on tickets, phone calls made to the team about various issues.
- Exhibit a sense of urgency to resolve issues.
- Build advance automation workflows for automating repeated issues.
- Work with our infrastructure team to deploy and maintain Linux/Windows servers using automated scripts and a predefined runbook.
- Ensure SLA's and Operational standards are met.
- Raise tickets to different internal groups to resolve recurrent problems, alerts and follow-up on escalated issues.
- Liaison with engineering teams for RCA's, permanent resolutions on issues affecting production sites.
- Contribute to Operations handbook.
- Ensure smooth hand-offs between shifts.