INFOSUN TECHNOLOGY

Job Summary

We are looking for a proactive and customer-focused Incident Management Associate to oversee the end-to-end management of production incidents and ensure timely restoration of IT services. The ideal candidate will coordinate with cross-functional technical teams, drive incident resolution, facilitate stakeholder communication, and minimize business impact through effective incident management practices.

This role requires working in a 24x7 rotational support environment, including weekends and holidays, as per business requirements.

Key Responsibilities

• Manage the complete lifecycle of Major and High-Priority Incidents from identification through resolution and closure.
• Lead incident bridge calls and coordinate with application, infrastructure, cloud, network, database, and support teams to expedite resolution.
• Ensure timely incident response, escalation, communication, and resolution in accordance with defined SLAs.
• Monitor incident queues and prioritize issues based on business impact and urgency.
• Provide regular status updates to business stakeholders, customers, and senior leadership during critical incidents.
• Coordinate technical teams to identify workarounds and restore services as quickly as possible.
• Conduct post-incident reviews (PIRs), document root causes, corrective actions, and lessons learned.
• Track recurring incidents and collaborate with Problem Management teams to drive permanent resolutions.
• Maintain incident documentation, dashboards, and reports for operational reviews and management reporting.
• Ensure compliance with ITIL Incident Management processes and organizational governance.
• Support change implementation activities and assess potential impacts during planned maintenance windows.
• Identify opportunities for automation and continual service improvement to enhance operational efficiency.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 2–5 years of experience in Incident Management, IT Operations, Service Delivery, or Production Support.
• Strong understanding of IT Service Management (ITSM) processes and ITIL best practices.
• Experience managing Major Incidents in enterprise production environments.
• Excellent communication, coordination, and stakeholder management skills.
• Ability to work effectively under pressure in a fast-paced operational environment.
• Willingness to work 24x7 rotational shifts, including weekends and public holidays.

Required Technical Skills

• ITSM Tools: ServiceNow, BMC Remedy, Jira Service Management, or equivalent.
• Monitoring Tools: Splunk, Dynatrace, AppDynamics, Datadog, Grafana, SolarWinds, or similar.
• Ticketing and Incident Tracking Systems.
• Microsoft Office Suite (Excel, PowerPoint, Word).
• Basic understanding of cloud platforms (AWS, Azure, GCP) is desirable.
• Familiarity with Linux/Windows environments, networking, databases, and enterprise applications is an advantage.

Preferred Qualifications

• Experience supporting large-scale enterprise production environments.
• Exposure to cloud-based applications, microservices, APIs, and DevOps environments.
• Knowledge of Change Management, Problem Management, and Release Management processes.
• Experience working with global teams across multiple time zones.

Preferred Certifications

• ITIL Foundation Certification (Preferred)
• ITIL Intermediate (Good to have)
• Microsoft Azure Fundamentals / AWS Cloud Practitioner (Good to have) 

Key Responsibilities

• Test Scripting: Write, maintain, and execute automated test scripts for UI applications and API endpoints.
• Execute & Monitor: Run regression test suites, analyze results, and update existing automation frameworks.
• Defect Tracking: Document, log, and track software bugs through to resolution using tools like Jira.
• Collaborate: Work closely with senior engineers and developers to understand system architecture and warehouse flows.
• Manual to Automation: Review manual test cases and convert them into efficient automated scripts.

Required Skills and Qualifications

• Automation Tools: Hands-on experience with Selenium, Playwright, or Cucumber, Github/Jenkins.
• Programming Languages: Foundational coding skills in Java, Python, or JavaScript/TypeScript.
• API Testing: Basic experience testing APIs using tools like Postman or programmatic libraries.
• Testing Basics: Good understanding of software QA methodologies, tools, and processes.
• Eager to Learn: Strong desire to learn complex supply chain workflows and advanced automation techniques.

Preferred Qualifications (Added Advantage)

• Domain Expertise: Prior exposure to Supply Chain, Logistics, or Third-Party Logistics (3PL).
• WMS & OMS Experience: Familiarity with WMS platforms (e.g., Manhattan, Blue Yonder, Korber) and Order Management Systems.
• EDI & Protocols: Exposure to EDI transaction sets (e.g., 850, 856, 940, 945).
• Inventory Workflows: Solid understanding of core warehouse operations like receiving, picking, packing, and shipping.

·       Develop and maintain responsive, high-performance UIs using React.js, Angular, or Vue.js.

·       Integrate front-end applications with GCP backend services (Cloud Run, Cloud Functions, App Engine APIs).

·       Collaborate with the GCP Architect and back-end developers to align UI design with overall system architecture.

·       Implement real-time dashboards and data visualization pulling from AlloyDB, Cloud Spanner, or Cloud SQL.

·       Optimize UI performance for scalability, accessibility, and responsiveness.

·       Deploy front-end applications using Gemini Code Assist, CLI, and Git-based CI/CD pipelines.

·       Implement authentication and authorization workflows leveraging GCP Identity Platform / IAM.

·       Collaborate with UX designers to create intuitive, business-friendly experiences for logistics operators and clients.

·       Explore and integrate AI-powered front-end features (recommendation widgets, chatbot interfaces, predictive UI components).

·       Conduct code reviews and maintain front-end coding standards.

Experience & Qualifications

·       6–8 years of front-end development experience, with at least 3+ years in senior/lead analyst roles.

·       Strong expertise in JavaScript/TypeScript and one or more frameworks: React.js, Angular, Vue.js.

·       Experience integrating front-end with GCP-hosted microservices and APIs.

·       Familiarity with Cloud Run, Cloud Functions, and App Engine.

·       Experience deploying front-end apps via Gemini Code Assist and CLI.

·       Working knowledge of Git-based CI/CD pipelines.

·       Ability to consume and visualize data from GCP databases (AlloyDB, Cloud Spanner, Cloud SQL).

·       Understanding of AI-driven UI/UX enhancements.

·       Strong problem-solving skills and the ability to work in a distributed/global team.

Key Responsibilities

• Design, develop, and maintain scalable backend applications using Java and Spring Boot.
• Develop and maintain RESTful APIs following best practices.
• Implement API versioning strategies to support backward compatibility.
• Create and maintain API documentation using Swagger/OpenAPI.
• Implement Spring Transaction Management to ensure data integrity
• Use Spring Data JPA for database interactions and ORM mapping
• Write efficient SQL queries and optimize database performance
• Implement CQRS (Command Query Responsibility Segregation) where applicable.
• Develop systems based on event-driven architecture patterns.
• Write unit tests using JUnit and Mockito.
• Build and manage projects using Maven or Gradle build scripts.
• Use AI coding assistants such as Gemini Code Assist or similar tools to improve development efficiency.
• Participate in code reviews, design discussions, and architecture decisions.
• Collaborate with frontend teams, DevOps engineers, and product stakeholders.
• Strong problem-solving and debugging abilities
• Ability to design highly scalable backend systems
• Experience working in Agile/Scrum environments
• Good communication and collaboration skills
• Strong code quality and clean architecture mindset

Optional / Good to Have Skills

• Experience with Docker
• Knowledge of Kubernetes
• Experience with GraphQL API development
• Experience with cloud platforms (GCP / AWS / Azure)

Candidates from Supply Chain , Retail preferred