DayToDay Responsbilities:

Role Summary

• We are looking for a proactive Triage & Incident Support Engineer to manage production incidents, monitor application health, and ensure smooth day-to-day operations.
• This role is primarily operational, focusing on incident triaging, issue resolution, and system monitoring, with minimal involvement in QA activities.
• Core Responsibilities Monitor applications and systems using tools like Kibana, Grafana, or similar platforms Perform incident triaging, root cause analysis, and coordinate resolutions
• Act as the first point of contact for production issues and outages Manage, track, and update tickets in ServiceNow (or similar tools) Collaborate with engineering, QA, and product teams to resolve issues quickly
• Maintain operational dashboards and alerts for system visibility Document incidents, resolutions, and known issues for future reference
• Support release activities and validate application stability post-deployment (basic checks)
• Continuously improve monitoring and incident response processes

Must Have:

• Required Qualifications Experience in production support, incident management, or IT operations
• Strong hands-on experience with monitoring/logging tools (Kibana, Grafana, Splunk, etc.) Familiarity with ticketing systems like ServiceNow, Jira, or similar
• Basic understanding of web applications, APIs, and system workflows
• Ability to analyze logs, identify issues, and drive resolution Strong problem-solving, communication, and coordination skills Comfortable working in fast-paced, on-call/support environments

Nice to Have

• Exposure to manual testing/validation (for sanity checks post fixes) Basic knowledge of SQL or querying logs/data Understanding of cloud environments (AWS/GCP) Experience with incident management processes (SLAs, RCA, etc.)
• Work Environment & Expectations Role is operations-focused (no automation or dedicated QA responsibilities) Requires ownership of incidents and proactive monitoring

Pay Range - $45/hr t0 $50/hr

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.