Associate Support Engineer

About the Role

We are looking for an Associate IT Support Engineer to join our 24×7 monitoring and production-support team. The role involves monitoring applications, infrastructure, cloud resources, and containerized services; investigating alerts using metrics, logs, and traces; and supporting incident response to maintain service availability and performance. The ideal candidate will demonstrate practical troubleshooting skills, apply knowledge gained through product and application knowledge-transfer (KT) sessions, and communicate technical findings clearly. The role also requires familiarity with AI-assisted troubleshooting and a willingness to use approved AI tools to improve investigation, documentation, and operational efficiency.

Key Responsibilities

• Continuously monitor applications, infrastructure, cloud resources, and services using available observability tools and existing dashboards.
• Review alerts, events, logs, metrics, and traces using OpenSearch, Grafana, and applicable APM and infrastructure-monitoring platforms.
• Identify application errors, service unavailability, performance degradation, infrastructure failures, and unusual system behaviour.
• Perform initial investigation and troubleshooting using monitoring data, logs, dashboards, and standard operating procedures.
• Monitor Kubernetes clusters, nodes, pods, containers, deployments, and services.
• Use basic SQL queries to retrieve and validate data during application or database-related incident investigations.
• Acknowledge, prioritize, and respond to alerts according to severity, business impact, and established response procedures.
• Create and update ServiceNow incident tickets with accurate technical details, observations, troubleshooting actions, and supporting evidence.
• Escalate unresolved or critical incidents to the appropriate support teams and coordinate follow-up activities.
• Maintain clear shift handovers covering active incidents, outstanding alerts, actions taken, and pending follow-ups.
• Apply AI tools to explore problems and develop simple scripts, utilities, documentation, or proofs of concept that improve monitoring and support activities, in accordance with company policies.

Requirements & Tech Stack

• Monitoring and visualization: Hands-on experience with Grafana and monitoring dashboards.
• Log monitoring and analysis: Hands-on experience with OpenSearch for searching and analysing logs.
• Application performance monitoring: Knowledge with one or more of Dynatrace, New Relic, Datadog, or Azure Application Insights.
• Infrastructure and network monitoring: Knowledge with SolarWinds or similar infrastructure-monitoring tools.
• Cloud platforms: Basic knowledge of AWS and Microsoft Azure services and their monitoring capabilities.
• Container platforms: Basic knowledge of Kubernetes and experience monitoring containerized applications, including pods, nodes, deployments, and services.
• Database knowledge: Basic SQL skills for retrieving and validating data.
• Operating systems: Basic Linux knowledge and familiarity with commonly used troubleshooting commands.
• Technical fundamentals: Understanding of networking, HTTP/HTTPS, APIs, databases, and distributed applications.
• Service-management tools: ServiceNow for incident management.
• Soft skills: Strong analytical, troubleshooting, communication, and documentation skills.
• AI Knowledge: Demonstrate a basic understanding of AI and generative AI, including their capabilities, limitations, and practical applications.

Qualifications

• Bachelor's degree (B.E/ B Tech. Computer Science) from a four-year college or university, or equivalent; Masters a plus.

Work Schedule

• 24×7 rotational shifts with monthly shift rotation.
• This role is part of a 24×7 operations team and requires working rotational shifts, including night shifts, weekends, and public holidays as scheduled.
• Shift assignments rotate monthly according to the team roster.
• Team members receive two days off after every five consecutive working days.
• Both shifts and weekly days off are rotational. Weekly days off may fall on weekdays or weekends.
• Shift allowance will be provided as per company norms.