Associate IT Support Engineer

Wolters Kluwer; Chennai; In loco; INR 420.000 - 620.000; Tempo pieno

Vantaggi offerti da questo lavoro

Shift allowance

Descrizione del lavoro

Wolters Kluwer seeks an Associate IT Support Engineer to join our 24x7 monitoring team. You will monitor applications, infra, cloud resources, and containerized services, investigate alerts, and support incident response to ensure service availability.

The role requires hands-on troubleshooting, practical product knowledge transfer, and familiarity with AI-assisted troubleshooting. Shift rotation and weekend coverage apply, with an allowance per company policy.

Competenze

• Bachelor's degree (B.E/ B.Tech. Computer Science) or equivalent; Masters a plus.
• Up to 2 years of relevant experience in observability, monitoring, or production-support roles.
• Experience with monitoring dashboards and incident management processes.
• Familiarity with AI-assisted troubleshooting and approved AI tools.

Mansioni

• Monitor applications, infrastructure, cloud resources, and services using observability tools and dashboards.
• Review alerts, logs, metrics, and traces using OpenSearch, Grafana, and APM platforms.
• Identify errors, outages, degradations, and unusual system behavior.
• Perform initial investigation and troubleshooting using monitoring data and SOPs.
• Monitor Kubernetes clusters (nodes, pods, deployments, services).
• Use basic SQL to retrieve data during incidents.
• Create and update ServiceNow incident tickets with findings and actions.
• Escalate unresolved incidents and coordinate follow-ups.
• Maintain clear shift handovers with incident status and actions.

Conoscenze

Observability

Monitoring

Troubleshooting

Incident response

Documentation

Communication

AI concepts

SQL basics

Linux basics

Networking fundamentals

Formazione

Bachelor's degree in CE/CS or equivalent

Strumenti

Grafana

OpenSearch

Dynatrace

New Relic

Datadog

Azure Application Insights

SolarWinds

Kubernetes

Descrizione del lavoro

Associate Support Engineer Job Title: Associate IT Support Engineer Experience required: Up to 2 years of relevant experience Work schedule: 24×7 rotational shifts with monthly shift rotation

Role Overview

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.

Required Skills and Experience

• Relevant experience Up to 2 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 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

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.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences and communication style. We value authenticity and want to ensure we are getting to know you-

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Experience Level Mid Level