Manager - Tier 3 Technical Support (Advanced Production Support)

Seattle - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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.

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 Tec...