Senior Software Engineer

Job Requirements

Key Responsibilities:

• Team & Shift Leadership: Manage a 24/7/365 structured support team, overseeing
  
  

Shift Leads and guiding L0/L1 engineers through complex ticket triage, SOP verification,

and script execution. Ensure mandatory shift handovers are executed flawlessly to

preserve incident context.

• Application Stability & RCA: Serve as the ultimate escalation point for application-
  
  

specific stability issues across various systems, driving deep-dive Root Cause Analysis

(RCA).

• Incident & War Room Management: Act as the primary liaison with enterprise Major
  
  

Incident Management (MIM) and Level 2 Product Support Engineering (PSE) teams

during critical P0/P1 infrastructure outages and War Room activations.

• SLA Governance: Ensure strict adherence to aggressive SLAs, driving a First Call
  
  

Resolution (FCR), Customer Satisfaction (CSAT), and Sev 1 response times.

• Agentic AI Collaboration (Maker-Checker): Collaborate with Virtusa's dedicated
  
  

GenAI Engineering Pod. Act as the human-in-the-loop validator to review, approve, and

authorize machine-executable scripts generated by the AI (Knowledge Scripting Service)

before they are deployed to production.

• Continuous Improvement: Identify toil, high-frequency manual tasks , and
  
  

undocumented tribal knowledge to feed into the AI transition pipeline for future

automation.

Must-Have Skills

• Operational Leadership: 7+ years of experience leading shift-based IT operations,
  
  

L0/L1 support teams, and incident management.

• Domain Expertise: Deep understanding of logistics, warehousing, supply chain, and e-
  
  

commerce delivery applications.

• Core Technical Stack: Hands-on proficiency in basic API execution, SQL, MySQL, and
  
  

Oracle.

• Scripting Knowledge: Ability to read, understand, and troubleshoot scripts written in
  
  

Ruby, Python, Linux, and Shell Scripting.

• Observability & Telemetry: Experience utilizing centralized monitoring, log analysis,
  
  

and APM tools such as Splunk, Grafana, and Cosmos.

• ITSM Proficiency: Strong expertise navigating complex ticketing and workflow routing in
  
  

enterprise ITSM platforms like BMC Remedy and ServiceNow.

Work Experience

7-10Years