Need supply-E-commerce Support Engineer-VMS ID-CGEMJP00342427

VMS ID-CGEMJP00342427

Grade-C1

Description

Location: [India - Bengaluru] Department: E-commerce / IT Operations Employment Type: Full-time Job Summary: We are looking for a technically strong and proactive E-commerce Support Engineer Team Lead to manage and enhance the support operations of our digital commerce platforms. The ideal candidate will bring deep expertise in ITSM, major incident management, and hands-on experience with monitoring, troubleshooting, and automation across modern cloud and data platforms. Key Responsibilities: Lead a team of support engineers responsible for maintaining high availability and performance of e-commerce systems. Own and manage major incident processes, ensuring timely resolution and effective communication across stakeholders. Drive root cause analysis and implement preventive measures for recurring issues. Build and maintain automation tools to streamline support operations and reduce manual effort. Monitor system health using New Relic, Grafana, and custom NRQL dashboards. Troubleshoot issues across MongoDB, APIs, microservices, and front-end layers. Collaborate with engineering, product, and infrastructure teams to resolve complex technical problems. Ensure compliance with ITSM practices including Incident, Problem, and Change Management. Provide mentorship, training, and performance feedback to team members. Maintain documentation for support processes, known issues, and resolution steps. Contribute to continuous improvement initiatives and support readiness for peak traffic events. Required Skills Experience: 5+ years of experience in technical support or operations, with 2+ years in a leadership role. Strong knowledge of ITSM frameworks and hands-on experience with tools like ServiceNow or Jira Service Management. Proficiency in New Relic, NRQL, and Grafana for monitoring and alerting. Solid understanding of MongoDB and experience troubleshooting database-related issues. Experience in e-commerce domain, including order management, checkout flows, and customer-facing platforms. Working knowledge of Microsoft Azure services and cloud architecture. Proven experience in major incident management, including coordination, communication, and post-mortem analysis. Hands-on experience in automation development using scripting languages (e.g., Python, Shell, PowerShell). Excellent communication, analytical, and problem-solving skills. Preferred Qualifications: ITIL Foundation or higher certification. Experience with New Relic, NRQL, Microsoft Azure Retail Domain Management Systems.