Senior Engineer - UCC Development Tools

Chennai, Tamil Nadu

Job Summary

Develop observability, monitoring, and KPI dashboards for the agentic AI ecosystem to ensure operational excellence and measurable business outcomes.

The Senior Engineer in Support & Operations plays a pivotal role in maintaining and enhancing transmission systems, ensuring high-quality code deployment while meeting time and cost standards. This role demands a strong understanding of transmission technologies and the ability to provide exceptional client support, directly impacting project success and customer satisfaction.

Key Responsibilities

Build agent health monitoring and alerting subsystems. · Design KPI dashboards tracking incident/request/change volumes, success rate, MTTD, and MTTR. · Implement logging, telemetry, and observability hooks. · Integrate dashboards with leadership reporting tools. · Ensure SLA-aligned reporting and exception handling.

1. Maintain And Enhance Existing Transmission Features By Troubleshooting Bugs And Resolving Ad-Hoc Requests, Ensuring Alignment With Business Requirements And Project Timelines.

2. Provide Client Support Through Effective Data Presentation, Ticket Resolution, And Daily Monitoring Of Client Needs, Ensuring Timely Delivery Of Tasks While Adhering To Quality Standards.

3. Develop And Maintain Documentation For Enhancement Activities, Ensuring Compliance With Cmmi And Client Requirements.

4. Offer Technical Guidance And Mentorship To Junior Developers, Fostering Skill Development And Best Practices Within The Team.

Skill Requirements

Strong in Python and dashboarding (Looker, Power BI, Grafana). · Experience with monitoring stacks (Prometheus, Cloud Monitoring). · Understanding of ITSM KPIs (MTTD, MTTR, success rate). · Exposure to agentic/AI workflow monitoring. · Strong analytical and data visualization mindset.

1. Strong Understanding Of Transmission Technologies And Related Tools.

2. Proficient In Coding, Testing, And Deploying High-Quality Software.

3. Familiarity With Cmmi Standards And Documentation Processes.

4. Excellent Problem-Solving Abilities And Attention To Detail.

Other Requirements

Professional Experience: 2+ years of experience in Domain. Education: Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related technical field (or equivalent practical experience).

Developer Empathy: A strong desire to understand application developers pain points and build frictionless, self-service tools that make their lives easier. Technical Writing & Communication: The ability to translate complex telemetry concepts into clear, simple tutorials, runbooks, and developer documentation. Influence without Authority: The capability to persuade and guide busy application teams to prioritize observability migration and clear technical debt. Analytical Problem-Solving: A logical, structured approach to diagnosing complex, distributed system failures and tracing root causes. Collaboration & Relationship Building: Comfort working cross-functionally with diverse engineering teams, product managers, and leadership to define QoS metrics and SLOs.

1. Optional But Valuable: Certifications In Relevant Transmission Technologies Or Software Development Methodologies

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