Manager - Tier 3 Technical Support (Advanced Production Support)
Manager - Tier 3 Technical Support (Advanced Production Support)
Posted on :
04-09-2025
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1 Vacancy
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Job Description
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients world-wide. Our client provider of digital technology and transformation information technology and services
Position: Manager - Tier 3 Technical Support (Advanced Production Support)
Location: Seattle
Duration: 7 Months
Job Type: Temporary Assignment
Work Type: Onsite
Job Description:
Key Responsibilities:
- Lead Tier 3 Support Operations
- Accelerate Issue Resolution-Guide fast-paced triaging and resolution of critical incidents involving distributed systems APIs and cloud infrastructure.
- Drive Root Cause Analysis & Prevent Recurrence- Perform in-depth investigations to identify root causes at the code or infrastructure level and implement long-term sustainable fixes.
- Improve Observability & Monitoring- Enhance telemetry and proactive monitoring using OpenTelemetry (Otel) Splunk and related tools to ensure faster detection and resolution of anomalies.
- Enable Dev Team Efficiency - Reduce the operational load on development teams by handling high-level escalations and production bugs allowing them to focus on feature delivery.
- Support and Optimize API Gateways: Troubleshoot and manage API traffic flows including rate limiting authentication and routing with tools like Kong Apigee or AWS API Gateway.
- Leverage Kubernetes Expertise - Manage and troubleshoot container orchestration issues within Kubernetes clusters ensuring scalability reliability and uptime of services.
- Incident Communication & Reporting - Lead incident bridges manage stakeholder updates and drive post-mortems and continuous improvement initiatives.
Hands-on Technical Knowledge Required for Triage:
IaC tools:
- Terraform CloudFormation
API Gateways:
- AWS API Gateway Apigee Kong
Container Orchestration:
- Managing production-grade Kubernetes clusters
Observability Tools:
- Splunk for log analysis
- OpenTelemetry for distributed tracing
- Prometheus & Grafana for metrics and dashboards
Experience Level:
- 12-15 years experience managing Production support
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Employment Type
Full-time
Key Skills
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