Associate Support Engineer

C T Corporation System (DE); Chennai; In loco; INR 300.000 - 540.000; Tempo pieno

Descrizione del lavoro

C T Corporation System (DE) in Chennai seeks an Associate IT Support Engineer to join our 24x7 monitoring and production-support team. You will monitor applications, infrastructure, cloud resources, and containerized services, investigate alerts, and support incident response to ensure service availability and performance.

The ideal candidate has up to 2 years in observability and incident management, familiarity with AI-assisted troubleshooting, and strong communication and documentation

Competenze

• Up to 2 years in observability, monitoring, application support or related production-support role.
• Hands-on with Grafana dashboards and monitoring tools.
• OpenSearch experience for logs search and analysis.
• Knowledge of Dynatrace, New Relic, Datadog or Azure Application Insights.
• Familiar with SolarWinds or similar infrastructure monitoring tools.
• Basic knowledge of AWS and Azure monitoring capabilities.
• Basic Kubernetes monitoring of pods, nodes and deployments.
• Basic SQL skills to retrieve/validate data.
• Basic Linux and common troubleshooting commands.
• Understanding networking, APIs and distributed applications.
• ServiceNow for incident management.
• Strong analytical, troubleshooting, communication and documentation skills.
• Basic AI concepts and practical applications.

Mansioni

• Continuously monitor applications, infrastructure, cloud resources and services using observability tools.
• Review alerts, logs, metrics and traces with OpenSearch, Grafana and APM platforms.
• Identify errors, unavailability, performance degradation and infra failures.
• Investigate using monitoring data, logs, dashboards and SOPs.
• Monitor Kubernetes clusters: nodes, pods, deployments and services.
• Use basic SQL queries to retrieve and validate data during incidents.
• Acknowledge, prioritize and respond to alerts per severity and impact.
• Create and update ServiceNow incident tickets with technical details and actions taken.
• Escalate unresolved issues to appropriate teams and coordinate follow-ups.
• Maintain shift handovers covering active incidents and pending actions.
• Apply AI tools to develop scripts or docs that improve monitoring and support.

Conoscenze

Observability

Troubleshooting

Communication

Documentation

AI basics

Formazione

B.E./BTech Computer Science

Masters preferred

Strumenti

Grafana

OpenSearch

Kubernetes

SQL

Linux

ServiceNow

Dynatrace / New Relic / Datadog / Azure Insights

SolarWinds

AWS / Azure monitoring

Descrizione del lavoro

Job Title: Associate IT Support Engineer

Experience required: Up to 2 years of relevant experience

Work schedule: 24x7 rotational shifts with monthly shift rotation

Role Overview

We are looking for an Associate IT Support Engineer to join our 24x7 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

Skill Area

Required Tools and Knowledge

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 24x7 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're getting to know you-not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated respo