Job Description:
The ideal candidate will have a strong understanding of Starlink Production Core Support.
He will be responsible for Eyes on glass Monitoring, Triage & Incident Ownership, Troubleshooting & Restoration, Cross-Team Collaboration, Platform & Application Stack Awareness and Service Quality & Process Excellence.
- Triage & Incident Ownership
- Perform rapid intake, triage, and prioritization of alerts, tickets, and incidents.
- Act as Incident Owner during high-severity events, ensuring clear communication, timely updates, and swift restoration of service.
- Maintain accurate, real-time incident timelines and post-incident documentation.
- Troubleshooting & Restoration
- Execute root-cause isolation across application, middleware, APIs, data, and infrastructure layers.
- Use observability/monitoring tools (e.g., Kibana, Dynatrace, CloudWatch, Grafana) to correlate logs, metrics, and traces; identify anomalies, performance bottlenecks, and failure patterns.
- Perform targeted mitigations, rollbacks, config fixes, and coordinate hotfixes to restore service quickly.
- Cross-Team Collaboration
- Engage with App Dev, DevOps, Database, Network, Security, QA, and vendor partners to drive efficient problem resolution.
- Provide clear technical context, hypothesis-driven analysis, and evidence from monitoring tools to accelerate fixes.
- Facilitate postmortems and continuous improvement actions.
- Platform & Application Stack Awareness
- Identify and recognize the application stack (UI-frontend, backend services, APIs, queues, databases, caches, containers, orchestration, networking) for each impacted service to quickly isolate the source of issues.
- Maintain runbooks, service maps, and dependency diagrams to speed up diagnosis.
- Service Quality & Process Excellence
- Contribute to automation and self-healing routines (alert tuning, auto-remediation, playbooks).
- Recommend monitoring gaps to improve observability.
Skills / Experience:
Qualifications
- 3–5+ years in Support, or Production Operations roles.
- Strong triage and troubleshooting mindset with proven incident ownership and sense of urgency.
- Hands-on with observability/monitoring tools like Kibana (log analysis), Dynatrace (APM), plus familiarity with metrics and tracing.
- Solid understanding of application architectures (microservices, APIs, message queues, databases, AWS services).
- Ability to correlate logs/metrics/traces and form >
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