Production Support Engineering MTS (Incident Management)

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About Salesforce

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Requirements

• Calm under pressure

• Ability to communicate clearly and succinctly in both verbal and written formats

• Ability to triage the status of a situation and direct work activities

• Interest in distributed systems and familiarity with how the internet and web applications work. You dont have to have built a datacenter or run a large cloud service, but you do need to be familiar with the OSI model or equivalents and be able to talk about ways to make a system more resilient to failure.

• Willing to work as part of a distributed (all-remote) team spanning multiple time zones.

Whats this job like

On the job, youll be a trusted advisor on the reliability of MuleSoft production services. Each member of the team has their own particular strengths, and day-to-day contribution could consist of several of the following:

• Coordinate incident response as an Incident Commander, ensuring that customer-facing issues are managed promptly and professionally.

• Assisting service teams with incident follow-ups, contributing factor analysis, incident response analysis, advising on remediation plans and customer communications.

• 
  Connect and collaborate with geographically distributed teams and people of various backgrounds.

• Make it easy to do the right thing with updates to tools, processes and training across the team and organization.

• Collaborate with multiple service engineering teams to ensure that production services meet uptime goals, scale with customer demand, and are operable and maintainable over time.

• Facilitate the operation of distributed systems through design and development of diagnostic, monitoring, alert, and mitigation tools.

Key Responsibilities

• Triage suspected incidents

• Assessing customer impact from incidents

• Collect diagnostics and data collection

• Oversee troubleshooting and remediation plans to restore customer expectations

• Collecting data to enable problem management

How do I know if I should apply

If you are interested in or have experience with any of the following topics, you should apply!

• How humans impact complex system behaviors

• Design of engineering and collaborative processes

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  Get Hired

• Large scale service-oriented infrastructure and the design of scalable, highly available systems

• Performance characteristics of distributed systems

• Cloud environments like Amazon Web Services

• RESTful web services, Linux, Go, Python, Terraform

• Virtualization and containerization (Xen, LXC, cgroups, Docker, Kubernetes)

• Technical Skills:Experience or knowledge in DevOps, package distribution, organising packages across systems, TPM (Technical Product Management), API understanding, Kubernetes, Terraform, Jenkins, GitHub, cloud platforms (AWS, etc.).

• Experience:3-6 years
  Location:India - Bangalore or Hyderabad (any)

Accommodations

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