Project description

The ideal candidate will have a strong understanding of Starlink Production Core Support.
He will be responsible for Eyes on glass Monitoring, Triage & Incident Ownership, Troubleshooting & Restoration, Cross-Team Collaboration, Platform & Application Stack Awareness and Service Quality & Process Excellence.

Responsibilities

Triage & Incident Ownership

Perform rapid intake, triage, and prioritization of alerts, tickets, and incidents.

Act as Incident Owner during high-severity events, ensuring clear communication, timely updates, and swift restoration of service.

Maintain accurate, real-time incident timelines and post-incident documentation.

Troubleshooting & Restoration

Execute root-cause isolation across application, middleware, APIs, data, and infrastructure layers.

Use observability/monitoring tools (e.g., Kibana, Dynatrace, CloudWatch, Grafana) to correlate logs, metrics, and traces; identify anomalies, performance bottlenecks, and failure patterns.

Perform targeted mitigations, rollbacks, config fixes, and coordinate hotfixes to restore service quickly.

Cross-Team Collaboration

Engage with App Dev, DevOps, Database, Network, Security, QA, and vendor partners to drive efficient problem resolution.

Provide clear technical context, hypothesis-driven analysis, and evidence from monitoring tools to accelerate fixes.

Facilitate postmortems and continuous improvement actions.

Platform & Application Stack Awareness

Identify and recognize the application stack (UI-frontend, backend services, APIs, queues, databases, caches, containers, orchestration, networking) for each impacted service to quickly isolate the source of issues.

Maintain runbooks, service maps, and dependency diagrams to speed up diagnosis.

Service Quality & Process Excellence

Contribute to automation and self-healing routines (alert tuning, auto-remediation, playbooks).

Recommend monitoring gaps to improve observability

Skills

Must have

3-5+ years in Support, or Production Operations roles.

Strong triage and troubleshooting mindset with proven incident ownership and sense of urgency.

Hands-on with observability/monitoring tools like Kibana (log analysis), Dynatrace (APM), plus familiarity with metrics and tracing.

Solid understanding of application architectures (microservices, APIs, message queues, databases, AWS services).

Ability to correlate logs/metrics/traces and form data-driven hypotheses to isolate root causes.

Proficient in SQL basics and comfortable reading application logs (JSON, stack traces).

Excellent communication skills for incident coordination and stakeholder updates (concise, structured, timely).

Expertise in C# and .NET Core, MySQL/MSSQL/No-SQL.

Solid understanding of SOAP, REST, and Web API based web service protocols

Solid understanding of AWS Cloud service and Integration

Cloud Technology : AWS

Lambda, Neptune, Dynamo DB, document DB, RDS SQL, Mongo DB (medium), Redis cache, EC2 hosting, Integration with .NET Core (middleware) , DynaTrace/Datadog.

Experience with Microsoft Entity Framework and/or LINQ to SQL

Logging: Kibana, Elastic search, Log stash

Dev Tool: Fiddler, Postman and Swagger

Knowledge on GIT

Nice to have

Testing Framework: XUnit/NUnit/MSTest

Experience with Microsoft Enterprise Library

Experience with Event Base Architecture

Exceptional at working problems of moderate scope where analysis of situations or data requires review of a variety of factors

Exceptional at triage or analysis of situations for production support

Effective Communication (verbal + written)

Airline Domain knowledge is a PLUS

Other

Languages

English: A1 Beginner

Seniority

Regular

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Req. VR-121774

Apply for Core Support - Mid. Net in Remote Mexico

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Core Support - Mid. Net

Project description

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