Associate Support Engineer

Wolters Kluwer; Chennai; In loco; INR 300.000 - 600.000; Tempo pieno

Vantaggi offerti da questo lavoro

Shift allowance

Descrizione del lavoro

Wolters Kluwer in Chennai is seeking an Associate IT Support Engineer to join a 24x7 monitoring and production-support team. You will monitor applications, infrastructure, cloud resources, and containerized services, and investigate alerts using metrics, logs, and traces.

The role emphasizes AI-assisted troubleshooting, clear communication, and incident management with ServiceNow, Kubernetes, OpenSearch, Grafana, and SQL.

Competenze

• Bachelor’s degree in Computer Science or Engineering is required.
• Up to 2 years in observability, monitoring, application support, infrastructure operations, or a related production-support role.
• Experience with monitoring dashboards and alerting tools.
• Familiarity with AI-assisted troubleshooting is a plus and willingness to use approved AI tools.

Mansioni

• Continuously monitor applications, infrastructure, cloud resources, and services using observability tools and dashboards.
• Review alerts, events, logs, metrics, and traces using OpenSearch, Grafana, and applicable monitoring platforms.
• Identify errors, service unavailability, performance degradation, and infrastructure failures.
• Perform initial investigation and troubleshooting using monitoring data and SOPs.
• Monitor Kubernetes clusters and related components.
• Create and update ServiceNow incident tickets with details and evidence.
• Escalate unresolved incidents and coordinate follow-ups.
• Maintain clear shift handovers for ongoing incidents and actions.
• Apply AI tools to develop scripts or utilities to improve monitoring and support.

Conoscenze

Analytical thinking

Troubleshooting

Communication

Documentation

Formazione

Bachelor’s degree in Computer Science or Engineering

Strumenti

Grafana

OpenSearch

Dynatrace

New Relic

Datadog

Azure Application Insights

SolarWinds

Kubernetes

SQL

Descrizione del lavoro

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

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 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’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 responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

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