Associate Support Engineer

Overview

Associate IT Support Engineer to join a 24×7 monitoring and production-support team, monitoring applications, infrastructure, cloud resources and containerized services and supporting incident response to maintain service availability and performance.

What you'll do

• 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.

What you'll need

• Up to 2 years of relevant experience in observability, monitoring, application support, infrastructure operations or a related production-support role.
• Hands-on experience with Grafana and monitoring dashboards.
• Hands-on experience with OpenSearch for searching and analysing logs.
• Knowledge of one or more of Dynatrace, New Relic, Datadog or Azure Application Insights.
• Knowledge of SolarWinds or similar infrastructure-monitoring tools.
• Basic knowledge of AWS and Microsoft Azure services and their monitoring capabilities.
• Basic knowledge of Kubernetes and experience monitoring containerized applications, including pods, nodes, deployments and services.
• Basic SQL skills for retrieving and validating data.
• Basic Linux knowledge and familiarity with commonly used troubleshooting commands.
• Understanding of networking, HTTP/HTTPS, APIs, databases and distributed applications.
• ServiceNow for incident management.
• Strong analytical, troubleshooting, communication and documentation skills.
• Demonstrate a basic understanding of AI and generative AI, including their capabilities, limitations and practical applications.
• Bachelor's degree (B.E / B.Tech. Computer Science) from a four-year college or university, or equivalent.

Nice to have

• Master's degree.

Details

• Location: Chennai, Neville Towers, India.
• Works 24×7 rotational shifts, including night shifts, weekends and public holidays as scheduled, with shift assignments rotating monthly according to the team roster.
• Two days off after every five consecutive working days; both shifts and weekly days off are rotational and may fall on weekdays or weekends.
• Shift allowance provided as per company norms.
• Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.