Product Software Engineer

Wolters Kluwer; Pune District, Pimpri-Chinchwad; In loco; INR 600.000 - 850.000; Tempo pieno

Vantaggi offerti da questo lavoro

Shift allowance

Descrizione del lavoro

Wolters Kluwer is seeking an IT Support Engineer with 3–5 years of experience to join a 24×7 monitoring and support team in Pune. You will monitor applications, infrastructure, cloud resources, and containerized services, investigate alerts with metrics and logs, and support incident response to maintain service availability.

The role emphasizes practical troubleshooting, KT transfer, clear communication, and familiarity with AI-assisted troubleshooting tools.

Competenze

• 3–7 years in observability, monitoring, or production support.
• Hands-on with Grafana and monitoring dashboards.
• Experience with OpenSearch for log analysis.
• Experience with one or more APM tools and cloud monitoring.
• Knowledge of Kubernetes, containers, and service monitoring.
• Basic SQL for data retrieval during investigations.
• Linux basics and troubleshooting commands.
• Familiar with ServiceNow, Jira, Opsgenie for incident management.
• Strong analytical and communication skills.
• Basic understanding of AI concepts and practical applications.

Mansioni

• Continuously monitor applications, infrastructure, cloud resources, and services.
• Review alerts, logs, metrics, and traces using OpenSearch, Grafana, and APM tools.
• Identify errors, outages, or performance issues and investigate.
• Perform initial troubleshooting using monitoring data and SOPs.
• Monitor Kubernetes components and containerized apps.
• Run basic SQL queries to validate data during incidents.
• Prioritize and respond to alerts per severity and impact.
• Create and update ServiceNow incident tickets with findings and actions.
• Escalate and coordinate follow-up with relevant teams.
• Maintain shift handovers and contribute to dashboard improvements and docs.
• Apply AI tools to enhance monitoring, investigation, and documentation.

Conoscenze

Observability

Grafana

OpenSearch

APM tooling

Kubernetes

SQL

Linux

Networking basics

Incident investigation

Jira / ServiceNow / Opsgenie

AI basics

Formazione

B.E./B.Tech. in Computer Science

Strumenti

Dynatrace

New Relic

Datadog

Azure Application Insights

SolarWinds

OpenSearch

Grafana

Kubernetes

AWS / Azure monitoring

Descrizione del lavoro

Job Title: IT Support Engineer

Experience required: Minimum 3 years and maximum 5 years

Work schedule: 24×7 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 24×7 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 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.