E-Business Channels Support Officer at ARM Hold Co.

Job Summary

• The E-Business Channels Support Officer provides technical and operational support across ARM’s digital business channels (web, mobile, and API/partner platforms). The role combines application support, cloud (AWS and/or Azure) operational skills, and a strong automation mindset. The officer is expected not only to resolve incidents but also to identify repeat issues and proactively recommend automation and self-service improvements through admin portals, configuration tools, and workflow enhancements.

Job Details

• Provide first and second-level support for ARM’s digital channels (web, mobile, and API based partner platforms). 
• Investigate transaction and system issues using structured database queries, application logs, and cloud monitoring tools. 
• Monitor and support cloud-hosted applications across AWS and/or Azure environments. 
• Perform approved operational tasks via admin portals, dashboards, and cloud consoles (e.g., configuration validation, service health checks). 
•  Identify recurring incidents and propose automation opportunities to reduce manual intervention and resolution time. 
• Provide practical feedback to engineering and product teams on how admin portals, dashboards, and workflows can be enhanced to enable self-healing or faster issue resolution. 
• Support deployment validation and post-release monitoring, ensuring issues are detected early. 
• Diagnose API and integration issues for partners, including authentication, latency, and data consistency challenges. 
• Log incidents and service requests with detailed technical context and resolution steps in the ticketing system. 
•  Participate in root-cause analysis and contribute to post-incident reviews. Maintain and improve support documentation, runbooks, and operational playbooks
• Collaborate with DevOps and engineering teams to test and validate automation, monitoring, and alerting improvements.

Requirements

• Technical Skills 
• Hands-on experience with AWS and/or Azure, including: 
• Compute services (EC2 / Azure VMs, ECS, Kubernetes, Docker, AKS, or equivalent) 
• Monitoring and logging (CloudWatch, Azure Monitor, Application Insights)
• Basic networking concepts (VPCs, subnets, security groups, load balancers)
•  Strong SQL skills for querying transactional databases in production or read-only environments. 
• Solid understanding of web, mobile, and API-based system architectures. 
• Working knowledge of REST APIs and integration troubleshooting. 
• Familiarity with CI/CD pipelines and release management processes. 
• Experience with ticketing and incident management tools (e.g., Jira, Manage Engine, New Relic, Graylog, ArgoCD). Innovation and Automation Expectations Ability to spot patterns in incidents and propose automation or configuration-based fixes rather than repeated manual resolution. 
• Comfort working with admin portals, dashboards, and internal tools to resolve issues and suggest enhancements. 
• Ability to articulate automation ideas clearly (e.g., “This issue can be resolved via a rule, workflow, or validation check in the admin portal”). 
• Willingness to collaborate with engineering teams to translate support insights into backlog items or improvement initiatives. 
• Continuous improvement mindset focused on reducing MTTR, manual effort, and operational risk. 

Behavioral 

• Automation-first thinking
•  Strong production troubleshooting skills 
• Innovative problem-solving mindset 
• Security and compliance awareness 
• Clear documentation and stakeholder communication

QUALIFICATION & EXPERIENCE 

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related discipline. 
• 2–4 years’ experience in application support, DevOps support, or cloud operations within a digital or financial services environment