Production Support Engineer

The role you are applying for involves being responsible for troubleshooting and monitoring the rollouts of all Yum Platforms services and products. Your main tasks will include ensuring the health of systems, managing communication with various internal and external stakeholder groups, defining metrics, understanding incident management processes, and analyzing business metrics to ensure business continuity. You will need to utilize tools for observability and proactive monitoring, enhance alerting mechanisms, and minimize system downtime to improve the user experience of restaurant technology services. Responding promptly to alerts, opening incident and support tickets, and coordinating with teams across different time zones are essential parts of this role. Efficiently managing case and incident workflows, conducting root cause analysis, and developing production runbooks for common issues are crucial responsibilities. The role requires a minimum of 4-6 years of experience in a production support role with customer interaction management, proficiency in ticket tracking tools like Service Now and Jira, hands-on exposure to observability tools such as Datadog, and exceptional communication, problem-solving, and analytical skills.,