L3 Support Engineer - UIDAI, Bengaluru

National Institute for Smart Government (NISG); Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

The National Institute for Smart Government (NISG) is seeking a technical support specialist to provide Level 3 support for production applications. The role involves troubleshooting complex incidents, managing incidents, and improving automation processes.

Ideal candidates will have a strong understanding of operating systems, database management, cloud platforms, and scripting languages. Relevant certifications in ITIL and AWS DevOps are preferred, contributing to a high-demand support environment.

Qualifications

• Certification in AWS DevOps is preferred.
• ITIL Foundation Certification is a plus.
• Cloud Certifications (AWS, Azure) are beneficial.

Responsibilities

• Provide Level 3 technical support for production issues.
• Troubleshoot complex production incidents and resolve them.
• Manage and ensure timely resolution of incidents and disruptions.
• Utilize monitoring tools for optimal system performance.
• Identify automation opportunities for operational tasks.

Skills

Strong understanding of operating systems: Linux, Windows

Proficiency in database management systems: MySQL, PostgreSQL

Experience with NoSQL databases: Cassandra, Redis, HBase

Experience with application servers: Tomcat, Spring Boot

Experience with Cloud Platforms: OpenStack, AWS, Azure, GCP

Working knowledge of scripting languages: Bash, Python, Ansible

Knowledge of containerization technologies: Docker, Kubernetes

Familiarity with CI/CD pipelines: Jenkins, Git

Experience with monitoring tools: Splunk, Grafana, Datadog

Education

BE /B. Tech /Ms, MSC/M. Tech/MCA /Engineering

Job description

Education

BE /B. Tech /Ms, MSC/M. Tech/MCA /Engineering

Key Skills & Technical Expertise

Core Skills

• Strong understanding of operating systems: Linux, Windows
• Proficiency in database management systems: MySQL, PostgreSQL, etc.
• Experience with NoSQL databases: Cassandra, Redis, HBase, etc.
• Experience with application servers: Tomcat, Spring Boot, etc.
• Experience with Cloud Platforms: OpenStack, AWS, Azure, GCP (AWS DevOps Certification preferred)
• Working knowledge of scripting languages: Bash, Python, Ansible for automation

Preferred Skills

• Knowledge of containerization technologies: Docker, Kubernetes
• Familiarity with CI/CD pipelines and associated tools: Jenkins, Git, etc.
• Experience with monitoring and alerting tools: Splunk, Grafana, Alert Manager, Datadog, etc.

Certifications (Preferred)

• ITIL Foundation Certification.
• Cloud Certifications (AWS, Azure).
• AWS DevOps Certification.

Production Support

• Provide Level 3 technical support for production issues related to applications, infrastructure, and services.
• Troubleshoot, investigate, and resolve complex production incidents, escalating to development or engineering teams when necessary.
• Identify recurring issues, determine root causes, and implement preventive measures.

Incident & Problem Management

• Manage and ensure timely resolution of incidents and service disruptions.
• Maintain accurate incident records, track progress, and provide updates to stakeholders.
• Lead high-priority incident management, minimizing downtime.
• Analyse recurring incidents and coordinate with engineering teams to develop long-term fixes or workarounds.

Performance Monitoring

• Utilize monitoring tools to ensure optimal system performance and availability.
• Proactively identify performance bottlenecks and resolve them before impact.
• Root Cause Analysis.
• Lead post-incident reviews, document lessons learned and implement improvements.
• Provide detailed Root Cause Analysis (RCA) reports for critical incidents.

Automation & Process Improvement

• Identify opportunities to automate repetitive operational tasks.
• Enhance support processes and workflows for improved efficiency and reliability.

Soft Skills

• Strong analytical and problem-solving skills.
• Ability to work under pressure and manage multiple priorities.
• Excellent communication skills to engage effectively with both technical and non-technical stakeholders.
• Adaptability to a fast-paced, high-demand environment.