Product Software Engineer

Job Title: IT Support Engineer

Experience required: Minimum 3 years and maximum 5 years
Work schedule: 24×7 rotational shifts with monthly shift rotation

Role Overview

We are looking for an IT Support Engineer with 3-5 years of relevant experience to join our 24×7 monitoring and 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.

• Contribute to dashboard improvements, alert tuning, knowledge articles, and documentation of investigation findings.

• 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.

Required Skills and Experience

Skill Area

Required Tools and Knowledge

Relevant experience

3-7 years in observability, monitoring, application support, infrastructure operations, or a related production-support role

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

Experience with one or more of Dynatrace, New Relic, Datadog, or Azure Application Insights

Infrastructure and network monitoring

Experience with SolarWinds or similar infrastructure-monitoring tools

Observability fundamentals

Strong understanding of metrics, logs, traces, dashboards, alerting, and incident investigation

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

Experience with ServiceNow for incident management familiarity with Jira for issue tracking and Opsgenie for alerting and on-call 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.

Shift Schedule and Allowance

• 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.

Required Qualifications

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

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