It Support Engineer

PERSOL; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

PERSOL in Bengaluru, India seeks an IT Operations professional to monitor and manage enterprise infrastructure, troubleshoot complex issues, and drive improvements across platforms and services.

The role focuses on cloud environments (Azure/AKS), Linux administration, and observability tools, with ITIL-aligned processes and on-call duties throughout the year.

Qualifications

• Degree or work experience in IT/Business/IS.
• Experience with basic infrastructure, client/server, databases, web services, Windows services, Cloud and IT security.
• Strong Azure cloud expertise and containerization (AKS).
• Proficient in Linux systems administration.
• Hands-on experience with Elastic, Kibana, Grafana, and SQL querying.
• Familiar with ITIL, Agile, SAFE, and DevOps environments.
• Knowledge of observability tools and Atlassian Jira.
• Strong analytical and problem-solving skills.
• Willingness to learn interfaces and work independently.
• Fluent in English; German a plus.

Responsibilities

• Analyze and resolve complex application and infrastructure issues escalated from monitoring.
• Monitor/maintain servers; apply patches and upgrades.
• Lead technical resolutions during Major Incident Management.
• Operate and configure monitoring tools for infrastructure and apps.
• Identify and implement continuous improvements.
• Anticipate operational risks and propose solutions.
• Coordinate IT operations tasks (incidents, changes, releases) with teams and providers.
• Perform tasks within SLAs/KPIs.
• Collaborate on ITCM, observability projects and IT ops transition.
• One-week on-call shifts spread across the year.

Skills

Infrastructure basics

Client/server technologies

Databases

Web services

Windows Services

Cloud & IT Security

Observability concepts

ITIL practices

JIRA knowledge

Analytical thinking

English communication

Education

Bachelor's degree or work experience

Tools

Elastic

Kibana

Grafana

AKS

Azure

JIRA

Job description

Key Responsibilities

• Analyze, troubleshoot, and resolve complex application and infrastructure issues escalated from initial monitoring lines.
• Monitor and maintain servers and apply crucial patching and infrastructure upgrades.
• Actively participate and drive technical resolutions during Major Incident Management (MIM) situations.
• Operate, maintain, and configure advanced infrastructure and application monitoring tools.
• Look for continuous improvement.
• Anticipate and track operational risks and provide solutions.
• Manage day-to-day IT Ops business: coordinate IT operational tasks (incidents, problems, vulnerabilities), changes and releases with internal IT colleagues, providers, and business users.
• Perform administrative tasks within SLAs and KPIs.
• Collaborate and consult with projects with focus on ITCM, observability, and a smooth transition into operations.
• Multiple one-week on-call shifts distributed across the year.

Requirements

• Tertiary- or university degree in IT, Business and Information Systems Engineering or work experience.
• Solid know-how and experience in basic infrastructure, client/server technologies, databases, web services, Windows Services, Cloud and IT Security.
• Cloud & Platforms: Strong expertise in Microsoft Azure services, Cloud Infrastructure, and containerized environments (AKS - Azure Kubernetes Service).
• Operating Systems: Proficient in managing and troubleshooting Linux Systems.
• Data & Observability: Hands-on experience with Elastic, Kibana, Grafana, and writing/optimizing SQL queries.
• Processes: Strong adherence to ITIL frameworks and processes, operating smoothly in Agile, SAFE, and DevOps environments.
• Basic know-how and experience in observability. Working knowledge in Elastic, Kibana, Grafana and Atlassian Tool - JIRA knowledge
• Very good analytical and problem-solving skills.
• Right mindset to learn and understand how interfaces are working
• Fluent in English, German is an advantage.
• Good communication skills.
• Flexible, able to work independently and under pressure.
• ITIL V3 or V4 foundation.
• Strong team player.