Automation Engineer - DERMS

Overview

Serve as the first line of technical support for ETAP real-time automation and control solutions globally, with Intelligent Load Shedding (ILS) and Automatic Generation Control (AGC) as the core domain. The role supports global clients through a structured ticket system and provides broader coverage across DERMS solutions, including microgrid and power plant control systems.

What you'll do

• Own and resolve Level 1 support tickets for ETAP real-time automation and control solutions globally through Jira, with a target 24-hour response and resolution discipline on standard incidents.
• Reproduce reported issues, isolate root causes, determine whether issues are configuration, integration, or product-level, and resolve or route them accordingly before escalation.
• Troubleshoot ILS schemes, including load preservation, load restoration, and load shedding validation logic.
• Troubleshoot AGC functions, including load frequency control, area control error, and generator power sharing behavior.
• Provide broader DERMS portfolio support, including microgrid (uGrid) and power plant control fundamentals.
• Communicate resolution, root cause, and next steps clearly and professionally to global clients and regional teams in written English.
• Maintain and expand the Global Support knowledge base by documenting recurring issues, confirmed root causes, resolutions, and workarounds.
• Provide complete pre-diagnosis before escalating to Level 2, including an incident summary, reproduction steps, findings, and an assessment of what the issue is and is not.
• Coordinate with Global Support leadership on ticket queue priorities, status visibility, and escalation decisions.

What you'll need

• Advanced English proficiency (C1 or higher).
• Demonstrated hands-on competency delivering or supporting ETAP Intelligent Load Shedding (ILS) and Automatic Generation Control (AGC) projects.
• Working familiarity with the underlying real-time platform, eSCADA and PSMS, sufficient to understand how ILS and AGC solutions are built on top of them and to navigate the monitoring and control environment confidently.
• Prior ETAP project execution or technical support experience in a client-facing context.
• A systematic and methodical troubleshooting mindset, including the ability to reproduce reported issues, isolate failure points, document findings clearly, and communicate them without step-by-step guidance.
• Strong written communication skills for accurate, professional, and complete ticket updates, client responses, and escalation summaries.
• Ability to manage multiple concurrent support cases across different clients, priorities, and time zones without losing ownership or follow-through.

Nice to have

• Exposure to ETAP uGrid (Microgrid Controller) or Power Plant Controller (PPC), including conceptual or practical understanding of grid-tied and islanded operation, DER integration, and how microgrid and plant control interact with load shedding and generation control functions.
• Hands-on experience with industrial communication protocols: DNP3, Modbus, and IEC 61850, at a troubleshooting level rather than only conceptually.
• Experience using Jira or comparable ticketing platforms for support workflow management.
• Background in utility, generation, or industrial environments where real-time power management and control systems are actively deployed and operated.

Details

• Location: New Delhi, India.
• Successful applicants must undergo and pass a comprehensive background check before starting employment, in accordance with local laws.