Product Support Engineer

Datavail; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Datavail seeks an Engineer specializing in AWS, Azure, and GCP to own production operations for the in-house monitoring platform in Mumbai. You will oversee health, performance, alerts, and reliability across Oracle, SQL Server, MySQL, PostgreSQL, and NoSQL environments.

You'll collaborate with DBA teams, DevOps, and QE to improve incident response, automation, and CI/CD readiness, ensuring 24x7 enterprise support and robust observability.

Qualifications

• Minimum 6+ years in production operations
• Strong experience with cloud platforms (AWS, Azure, or GCP)
• Exposure to Oracle, MSSQL, MySQL, PostgreSQL, NoSQL
• Familiarity with monitoring/observability tools and alerting concepts

Responsibilities

• Provide operational ownership and production support for the in-house enterprise monitoring platform.
• Monitor health, performance, alerting quality, and operational stability of monitoring services.
• Analyze monitoring gaps, false positives, missed alerts, and operational inefficiencies.
• Ensure monitoring coverage across Oracle, Open-source, and SQL Server database environments.

Skills

Cloud platforms AWS/Azure/GCP

Monitoring & observability tools

ServiceNow & incident workflows

Linux systems

24x7 production support

Database knowledge (Oracle MSSQL MySQL

Education

Any Graduate

Tools

Prometheus

Grafana

Datadog

ServiceNow

Job description

Job Title: Engineer - AWS, Azure, GCP, AKS

Experience: 6+ Years

Education: Any Graduate

Location: Mumbai

Job Description

Role Overview

• The in-house monitoring product development and QE team(s),
• Internal ITSM/ticketing teams using ServiceNow,
• Multiple enterprise DBA organizations across:
• Oracle Database
• Open-source database platforms (MySQL, PostgreSQL, MongoDB, Cassandra, etc.)
• Microsoft SQL Server

Key Responsibilities

Production Operations & Monitoring Support

• Provide operational ownership and production support for the in-house enterprise monitoring platform.
• Monitor health, performance, alerting quality, and operational stability of monitoring services.
• Analyze monitoring gaps, false positives, missed alerts, and operational inefficiencies.
• Ensure monitoring coverage across Oracle, Open-source, and SQL Server database environments.

Incident & Escalation Management

• Act as the operational point-of-contact during production incidents involving monitoring failures, alerting gaps, or infrastructure issues.
• Coordinate incident triage across DBA teams, monitoring development teams, infrastructure teams, service management teams.
• Drive bridge calls and ensure effective stakeholder communication during critical outages.
• Perform root cause analysis (RCA) and post-incident operational reviews.

ServiceNow & Ticket Workflow Coordination

• Work with ServiceNow for operational escalations, service requests.
• Review ticket quality and ensure operational accuracy of issue classification and routing.
• Improve ticket workflows between DBA teams and monitoring platform support teams.
• Collaborate with internal support organizations to streamline escalation processes.

Cross-Functional DBA Collaboration

• Collaborate closely with enterprise DBA teams supporting Oracle Database, MySQL, PostgreSQL, MongoDB, Apache Cassandra, Microsoft SQL Server, Cloud services (AWS, AZURE, GCP).
• Understand operational monitoring requirements specific to each database technology.
• Work with DBAs to validate alert thresholds, event correlation, and monitoring accuracy.
• Serve as the operational liaison between DBAs and monitoring team developers and QE.

Operational Excellence & Reliability Engineering

• Identify recurring operational pain points and recommend automation opportunities.
• Improve alert quality, event correlation, and monitoring reliability.
• Participate in operational readiness reviews for new monitoring features.
• Help define operational standards, playbooks, and escalation procedures.

Monitoring & Observability Engineering

• Support enterprise observability initiatives involving metrics, events, alerting, dashboards, health monitoring, incident correlation.
• Work with both commercial and in-house monitoring systems.
• Analyse operational telemetry to identify systemic reliability concerns.

DevOps & CI/CD Enablement

• Collaborate with engineering teams to improve CI/CD pipelines.
• Implement deployment strategies (blue-green, canary, rolling updates).
• Advocate for reliability-focused design patterns.

Security & Compliance

• Ensure infrastructure adheres to security standards and compliance requirements.
• Participate in vulnerability assessments and remediation.

Required Technical Skills

• Strong production support and operations experience in enterprise environments.
• Strong experience with cloud platforms (AWS, Azure, or GCP).
• Expertise in monitoring & observability tools (e.g., Prometheus, Grafana, Datadog, or in-house tools).
• Working knowledge of ServiceNow, incident workflows, escalation management, operational support models.
• Exposure to database technologies including Oracle Database, Microsoft SQL Server, MySQL, PostgreSQL, NoSQL ecosystems.
• Strong understanding of Linux systems, infrastructure monitoring, alerting concepts, production operations.
• Experience supporting 24x7 enterprise production environments.

Preferred Qualifications

• Experience working with in-house monitoring or observability product teams.
• Familiarity with SRE/DevOps operational practices.
• Exposure to enterprise event management systems.
• Knowledge of automation/scripting (Python, Shell, PowerShell).
• Experience handling high-severity production incidents.
• Certifications in cloud platforms (AWS/Azure/GCP).

Critical Non-Technical Skills

An ideal candidate must demonstrate:

Operational Intuition

• Ability to detect operational anomalies early.
• Strong troubleshooting instinct and pattern recognition.

Fearless Communication

• Ability to speak confidently during incidents and escalations.
• Comfortable engaging senior stakeholders and multiple technical teams.

Cross-Team Collaboration

• Ability to coordinate effectively across DBA teams, support organizations, and development groups.

Calmness Under Pressure

• Structured decision-making during high-severity incidents.

Ownership Mindset

• Drives issues to closure rather than relying solely on assigned ownership boundaries.

Investigative Curiosity

• Continuously analyses why operational failures occur and how they can be prevented.