Senior AIOps Support Engineers

BCE Global Tech - A Bell Canada Company; Bengaluru; On-site; INR 700,000 - 1,000,000; Full time

Benefits offered by this job

Competitive salaries and comprehensive

Flexible work hours

Professional development and training

Supportive and inclusive environment

Job summary

BCE Global Tech - A Bell Canada Company in Bengaluru seeks an AIOps Support Engineer to perform hands-on Tier 1 triage across a growing app portfolio. You will interpret alerts from Dynatrace, New Relic, and other tools to produce standardized incident data and contribute to a shift toward proactive monitoring using OpenTelemetry backbones.

The role requires 3–6 years of production support experience, strong ITIL fundamentals, and the ability to collaborate with cross-functional teams while

Qualifications

• 3–6 years in application or production support (L1/L1.5).
• Hands-on, manual triage and incident routing.
• Adaptability across complex ecosystems and multiple stacks.
• Customer-centric mindset for service stability and continuous improvement.
• Clear, fast communication turning alert data into next steps.
• Growth-oriented toward automation-supported monitoring.

Responsibilities

• Perform manual Tier 1 triage: monitor, detect, classify, and route incidents from source applications.
• Interpret alerts from Dynatrace, New Relic, ManageEngine, Glassbox among others into actionable data.
• Help build and maintain a clean OpenTelemetry-based data backbone with standardized telemetry.
• Shift from reactive to proactive issue prevention by flagging patterns and data quality issues.
• Learn and track the technology stack, architecture disposition, and ownership of each app.
• Coordinate with support groups and app owners to resolve or escalate incidents.
• Onboard new applications as portfolio grows from 50 to ~320 over two years.
• Flag inconsistent, noisy or low-quality alert data to drive standardization.

Skills

Incident lifecycle

CMDB concepts

Log aggregation

JSON/XML

IT infrastructure

Networking basics

TLS/SSL

API testing tools

Root Cause Analysis

SLA/SLO concepts

Data latency

Tools

Dynatrace

New Relic

ManageEngine

Glassbox

Postman

SOAP UI

Job description

About The Role

As part of Bell's AIOps program, AIOps Support Engineers perform hands‑on, manual triage of alarms and monitoring alerts across a large and diverse application portfolio. The role starts with 50 applications and grows to roughly 320 over two years, spanning different technology stacks, different log aggregation tools, and different lifecycle dispositions (Invest, Tolerate, Retire, Migrate). The focus today is disciplined, high‑quality manual triage with a clear roadmap toward more automated, proactive detection as the underlying telemetry backbone (built on Open Telemetry) matures. This is not an Agentic‑automation role; it is the foundational human layer that makes accurate, standardised data and eventually automation possible.

Responsibilities

• Perform manual Tier 1 triage: monitor, detect, classify, and route incidents based on alarm and alert signals from a range of source applications.
• Work across a diverse toolset: interpret alerts from multiple log aggregation and observability platforms Dynatrace, New Relic, ManageEngine, Glass box, and others and translate them into consistent, actionable incident data.
• Support standardised, real‑time telemetry help build and maintain a clean Open Telemetry‑based data backbone, ensuring alarm and alert data is standardised, timely and reliable.
• Move from reactive to proactive: contribute to the shift from reactive incident response toward proactive issue prevention by flagging patterns, gaps and data‑quality issues in monitoring coverage.
• Understand a complex app ecosystem: learn and track the technology stack, architecture disposition (Invest, Tolerate, Retire, Migrate), and ownership of each supported application.
• Engage support groups and app owners: coordinate with the correct support group and application owner for each application to resolve or elevate incidents quickly.
• Support a growing, moving target: adapt as new applications are onboarded the portfolio will grow from 50 to approximately 320 applications over two years.
• Practice data stewardship: flag inconsistent, noisy or low‑quality alert data and help drive it toward a clean, standardised state.

Key Technical Competencies

• Application & Production Support (L1/L1.5)
• Incident, Problem & Change Management (ITIL)
• Application, Middleware & Database Log Analysis
• Monitoring & Observability (Dynatrace, New Relic, AWS CloudWatch, and similar tools)
• OpenTelemetry & Distributed Tracing (working knowledge)
• Proactive Alert Monitoring & Outage Prevention
• Linux & Windows OS Troubleshooting
• Basic Networking (TCP/IP, DNS, HTTP/HTTPS, SSL, Load Balancers)
• SQL & Database Query Analysis
• API & Integration Troubleshooting
• Hybrid Environment Support (On-Premises + Cloud)
• ServiceNow / Jira Ticket Management

What We're Looking For

• Experience: 3–6 years in application or production support (L1/L1.5), preferably supporting hybrid on‑premises and cloud environments.
• Willingness to do manual, hands‑on triage: comfortable with the detail work of alert monitoring and classification, especially in the early stages of the program before automation scales.
• Adaptability: able to work across a complex, changing application ecosystem, different technology stacks, different log aggregation tools and different architecture placements.
• Customer‑centric mindset: focused on service stability, operational excellence and continuous improvement.
• Clear, fast communication: able to interpret alert data with speed and clarity and turn it into actionable next steps for support groups and application owners.
• Growth orientation: interested in developing toward more proactive, automation‑supported monitoring as the program matures.

Must‑Have Skills

• Understanding of the Incident Management Lifecycle, and Problem, Change Request, and Service Request concepts (ITIL)
• Basic CMDB concepts
• Hands‑on experience working with log aggregation technologies (Dynatrace, New Relic, ManageEngine, Glassbox or similar)
• Working knowledge of JSON and XML, and basic file/task automation
• Knowledge of IT infrastructure and basic networking: VMs, firewalls, load balancers, containers, OpenShift (OCP), Kubernetes
• Unix Shell scripting and Windows batch file creation
• Basic knowledge of cloud concepts, storage and security
• Basic understanding of TLS, SSL, tokens and secret management
• Familiarity with API gateways and API toolkits (Postman, SOAP UI or similar)
• Ability to support outage response and work effectively with cross‑functional teams
• Ability to contribute to Root Cause Analyses (RCAs) and knowledge/runbook creation
• Basic understanding of SLA/SLO concepts, reporting and availability calculation
• Basic understanding of data concepts: data latency, data fragmentation, data lineage and data marts

Nice‑to‑Have Skills

• Familiarity with AI concepts such as prompt engineering, knowledge graphs and Retrieval‑Augmented Generation (RAG)
• Exposure to public cloud platforms (AWS, Azure or GCP)
• Scripting or automation experience beyond basic file automation (e.g., Python)

What We Offer

• Competitive salaries and comprehensive health benefits.
• Flexible work hours options.
• Professional development and training opportunities.
• A supportive and inclusive work environment.