Project description

The ideal candidate will have a strong understanding of Customer ID & Profile Core Support and will be responsible for eyes-on-glass monitoring, incident triage and ownership, troubleshooting and restoration, app enhancements , cross-team collaboration, platform and application stack awareness, and service quality and 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 and monitoring platforms to correlate logs, metrics, and traces; identify anomalies, performance bottlenecks, and failure patterns.

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

Application development/enhancement

Developing features, enhancements, and bug fixes

Cross-Team Collaboration

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

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

Facilitate postmortems and continuous improvement actions.

Platform & Application Stack Awareness

Identify and recognize the application stack, including UI/front end, backend services, APIs, queues, databases, caches, containers, orchestration, and 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, including alert tuning, auto-remediation, and runbooks.

Identify monitoring gaps and opportunities to improve observability.

Skills

Must have

C# and .NET Core: Expertise in C# and .NET Core, with demonstrated experience developing enterprise systems and working with relational and NoSQL databases, including MySQL and Microsoft SQL Server.

Python: Strong knowledge of Python and experience with Python frameworks.

Cloud ETL: Experience with any cloud ETL platform and data integration processes that extract data from multiple sources, transform it into a structured format, and load it into a target system. AWS Glue and Apache Spark are examples.

AWS: Solid understanding of AWS cloud services and integration, including services such as Lambda and DynamoDB.

Web services: Solid understanding of SOAP, REST, and Web API-based service protocols.

Messaging: Experience with integration using any message broker and an understanding of event-based systems, including publish/subscribe, event streaming, loosely coupled architectures, and asynchronous integrations.

Observability: Awareness of and hands-on experience using any observability platform for monitoring, logging, metrics, traces, anomaly detection, and troubleshooting.

Version control: Knowledge of Git.

Candidate should be trainable, flexible to learn and have a zeal / curiosity of “what/why/how

Nice to have

Experience with Django, Flask, or FastAPI.

Experience with Amazon Neptune.

Experience with Java.

Exceptional triage and situational analysis skills for production support.

Effective verbal and written communication skills.

Airline domain knowledge is a plus.

Other

Languages

English: C1 Advanced

Seniority

Senior

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