Qualifications & Skills:
- Proven experience in production support, application operations, or a similar technical support role.
- Hands-on familiarity with monitoring and observability tools, including Dynatrace, Pager Duty and Grafana.
- Experience with GCP log monitoring and analysis for cloud-hosted applications.
- Strong analytical and troubleshooting skills with a demonstrated ability to investigate defects and drive resolution.
- Proficiency in a scripting language (e.g., Python, Bash) for process automation.
- Strong working knowledge of SQL for data extraction and analysis.
- Understanding of Site Reliability Engineering (SRE) concepts and DevOps practices.
- Excellent verbal and written communication skills, including the ability to perform effectively during high-pressure incidents and cross-functional engagements.
- Ability to work independently in a 24x7 rotational support environment.
- Proactive mindset with a strong focus on continuous improvement and operational excellence.
- Strong sense of accountability and ownership over assigned responsibilities.
- Team-oriented with the ability to collaborate effectively across cultural and geographic boundaries (Canada & Philippines).
- Nice to Have:
- Familiarity with ITIL processes (Incident, Problem, and Change Management).
- Experience working in a telecom or large-scale enterprise environment.
- Knowledge of PubSub, GCP services, or cloud-native architectures.
- Experience contributing to CoE or DevOps improvement initiatives.
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