About The Role

About the Role

We are building a new 24x7 NOC / Production Support team at Lenskart to monitor and support our production infrastructure, applications and services. The role involves production monitoring, incident detection, L1 troubleshooting, alert management, escalation and coordination with DevOps, Infrastructure, Cloud, Network and Application teams. This is a hands-on operational role and not limited to monitoring or ticket logging.

Key Responsibilities

Monitor production infrastructure, applications, services and dashboards in a 24x7 environment.
Validate alerts, identify genuine incidents and perform first-level troubleshooting.
Analyse logs, metrics and dashboards to identify the impacted component.
Troubleshoot common issues across Linux, applications, cloud infrastructure and networks using SOPs/runbooks.
Troubleshoot basic issues related to CPU, memory, disk, services, connectivity, DNS, HTTP/HTTPS, APIs and load balancers.
Monitor cloud infrastructure, preferably AWS, and perform basic health checks.
Support production environments running on Docker/Kubernetes and coordinate with DevOps teams when required.
Manage incidents, initiate bridge calls for critical issues and follow defined escalation matrices.
Ensure timely escalation based on SLA and incident priority.
Maintain shift logs, incident timelines and effective shift handovers.
Identify recurring incidents, alert noise and opportunities for automation/process improvement.