Product Software Engineer

C T Corporation System (DE); India; On-site; INR 670,000 - 1,339,000; Full time

Job summary

CT Corporation System (DE) seeks an IT Support Engineer with 3-5 years of experience to join a 24x7 monitoring and support team. You will monitor applications, infrastructure, cloud resources, and containerized services, investigate alerts, and assist incident response to keep services available and performing.

The role emphasizes troubleshooting, documentation, and using AI-assisted tooling in line with company policies.

Qualifications

• 3-7 years in observability, monitoring, application support, or a related production-support role.
• HHands-on experience with Grafana and monitoring dashboards.
• OpenSearch experience for searching and analysing logs.
• Experience with one or more of Dynatrace, New Relic, Datadog, or Azure Application Insights.
• Basic knowledge of AWS and Microsoft Azure monitoring capabilities.
• Basic Linux knowledge and commonly used troubleshooting commands.

Responsibilities

• Continuously monitor applications, infrastructure, cloud resources, and services using 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.
• Contribute to dashboard improvements, alert tuning, knowledge articles, and documentation of investigation findings.
• 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.

Skills

Observability fundamentals

Troubleshooting

Analytical skills

Communication

Documentation

AI knowledge

Linux basics

Kubernetes monitoring

Education

Bachelor's degree in Computer Science or related field

Master's degree is a plus

Tools

Grafana

OpenSearch

Dynatrace

New Relic

Datadog

Azure Monitor

ServiceNow

Jira

Opsgenie

SQL

Job description

Job Title: IT Support Engineer

Experience required: Minimum 3 years and maximum 5 years

Work schedule: 24x7 rotational shifts with monthly shift rotation

Role Overview

We are looking for an IT Support Engineer with 3-5 years of relevant experience to join our 24x7 monitoring and 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.
• Contribute to dashboard improvements, alert tuning, knowledge articles, and documentation of investigation findings.
• 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
• 3-7 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
• Experience with one or more of Dynatrace, New Relic, Datadog, or Azure Application Insights
• Infrastructure and network monitoring
• Experience with SolarWinds or similar infrastructure-monitoring tools
• Observability fundamentals
• Strong understanding of metrics, logs, traces, dashboards, alerting, and incident investigation
• 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
• Experience with ServiceNow for incident management; familiarity with Jira for issue tracking and Opsgenie for alerting and on-call 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 p