Cloud - Support Lead (Application Support)

Altisource Portfolio Solutions
  • Bangalore
  • Confidential
  • 5-10 years
  • 18 Jun 2015

  • Project/ Program Management IT

  • IT/ Technology - Software/ Services
Job Description

Primary Roles:

Create automated deployable scripts to post the product on SaaS/Cloud environment

Proactive monitoring of Cloud/SaaS environment and product parameters

Work on incidents raised on Suite of products and resolve them by adhering to support SLA

Own and execute day-to-day operations including scheduled and adhoc maintenance of the production system

Collaborate within support group and other organizations of Altisource to provide quality service to both internal and external customers

Contribute to efficiency and effectiveness of the business through excellence in execution

Achieve career growth and professional development by building individual and team capability

Be an advocate of change to improvise operations and business continuously

Work closely with product engineering teams on technical design issues and product changes

Drive efforts to improve Support SLA for supported products


Product Maintenance & Support

Responsible for providing technical support

Own and execute automation (deployments, alerts & notifications, self-service components etc.)

Own and execute both reactive and proactive maintenance activities on production environments

Ensure high availability (100%) and zero downtime between upgrades/redeployments

Work and resolve reported product and production issues


Effectively communicate status, metrics and issues on a regular basis

Act as mentor and role model for support engineers; provide direction to others, review solutions and articles

Actively participate in knowledge sharing and knowledgebase creation

Develop technical knowledge base of repeated and complex issues

Understand business issues and technical problems, and come up with smart, solutions for the same

Should be able to complete assigned tasks in a timely & efficient manner

Effective Communication

Manage customer escalations and recognize when to solicit additional help

Participate in highest-level technical discussions with product teams to resolve product issues and represent customer segments. Focus is on future need

Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the manager

Utilize effective verbal/written skills to communicate with customers and peers

Make effective technical presentations

Product Improvements

Participate in product releases through release document review, deployment, setting up and configuring environments

Participate in architecting and deployment of new features in the product

Continuously contribute to product enhancement both from business and technical perspectives


Must possess strong problem solving capability and troubleshooting skills

Strong hands-on experience in debugging and /or developing Java based web applications deployed on SaaS/Cloud

Strong hands-on experience with multiple Java application/web servers including configuration, deploying and debugging

Experience in performance tuning & resolving production issues on web servers, application servers, network and/or database servers

Strong OS internal skills (Linux)

Understanding of the large scale server side deployment architecture. Exposure to server/storage clusters and scalability issues

Understanding of, and exposure to, cloud and SaaS technologies and applications, including automated provisioning, deployment and monitoring of cloud/SaaS applications

Exposure to working on high volume data driven applications

Ability to quickly learn and stay current with new technologies, product features and their architecture

Ability to work in a high-paced dynamic environment with broad level requirements, deadlines, pressures etc

Need to have excellent communication and cross-boundary collaboration skills

Highly motivated, a Go-Getter who needs very little or no supervision.


Bachelor degree in Engineering from reputed colleges

Prior knowledge/experience in managing SaaS/cloud based applications

Requires 5-7 years commercial web application support experience with Java technologies

Thorough knowledge in RDBMS concepts and working experience with one or more RDBMS technologies

Extensive experience in Unix environment (RHEL would be advantageous)

Experience in application monitoring and performance monitoring using standard tools. Experience with tools such as AppDynamics, Zabbix etc., is a plus

Hands-on experience with Application Servers and Web Servers. Experience with Apache,Tomcat, JBoss etc., is a plus

Prior production / product support experience is required and must

Working knowledge of the mortgage industry/Financial industry would be an added advantage

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Altisource Portfolio Solutions