2 months ago
Taguig City, PhilippinesMid Level
Responsibilities
- Investigate production incidents and complex customer-impacting application issues.
- Perform root cause analysis, document findings, and identify corrective actions.
- Triage and manage support tickets through resolution while meeting service-level and escalation targets.
- Analyze recurring defects, coordinate remediation with development teams, and recommend preventative improvements.
- Troubleshoot application, database, integration, workflow, and data-related issues.
- Collaborate with platform engineering and DevOps teams on infrastructure and deployment issues.
- Identify and implement automation and process improvements to reduce manual operational work.
- Create operational documentation, troubleshooting guides, and runbooks.
- Participate in knowledge transfer, onboarding, mentoring, and development of Sherlock subject matter expertise.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field.
- 3–5+ years of experience in software engineering, application support, production operations, or incident management.
- Experience investigating production incidents and performing root cause analysis.
- Working knowledge of databases and data analysis techniques.
- Strong troubleshooting, analytical problem-solving, verbal, and written communication skills.
- Ability to collaborate with developers, business teams, and operational stakeholders.
- Experience supporting enterprise-scale web applications is preferred.
- Exposure to DevOps, CI/CD pipelines, monitoring, observability platforms, ticket-management systems such as Jira, automation frameworks, scripting, AI-assisted troubleshooting tools, or customer-facing operational support environments is preferred.
Categories
Site Reliability
About Asurion
As the world’s leading tech care company, Asurion eliminates the fears and frustrations associated with technology, to ensure our 300 million customers get the most out of their devices, appliances and connections. We provide insurance, repair, replacement, installation and 24/7 support for everything from cellphones to laptops and household appliances. Our experts are available online, on the phone, at one of our more than 800 stores, or can even come to you.