Support Engineer

IBU Consulting; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

IBU Consulting in Bengaluru requires an experienced production/support engineer to manage incidents, root cause analyses, and changes across ITSM processes. The role demands hands-on ServiceNow, SQL/PL-SQL, and Java stack troubleshooting on Tomcat deployments.

You'll work with cross-functional teams in a fast-paced, high-availability environment, including night shifts and weekend on-call coverage. Strong communication is essential for updates and post-mortems.

Qualifications

• 3+ years in production or application support.
• Proficiency with ServiceNow ITSM for incidents, problems, changes.
• Strong SQL/PL-SQL for debugging, data validation, root cause analysis.
• Reading Java code and logs to triage live incidents.
• Availability for on-desk hours and rotation-based on-call.
• Willingness to work night shifts and weekend on-call coverage.
• Experience with log analysis and monitoring tools (Splunk, ELK, etc.).
• Clear communication with technical and business stakeholders.

Responsibilities

• Triage, investigate, and resolve production incidents swiftly.
• Conduct root cause analyses and implement permanent fixes.
• Coordinate changes and WAR deployments on application servers (Tomcat).
• Read config and diagnose data-layer issues in ORM frameworks.
• Collaborate with cross-functional teams and stakeholders.
• Produce post-mortems and incident summaries for continuous improvement.

Skills

ServiceNow ITSM

SQL/PL-SQL

Java (live incidents)

On-call readiness

Cross-functional comms

Log analysis

Tools

Tomcat

Spring

Hibernate/JPA/JDO

AngularJS

Splunk

ELK

Dynatrace

Grafana

Nagios

Job description

Required Skills and Qualifications

• 3+ years of hands-on experience in production support or application support roles. Must Have
• Proficiency with ServiceNow for incident, problem, and change management (ITSM). Must Have
• Strong SQL & PL/SQL skills - ability to write and run queries for debugging, data validation, and root cause analysis. Must Have
• Working knowledge of Java (Apache Struts) - reading application code, interpreting logs and stack traces during live incidents. Must Have
• Availability for 180 on-desk hours per month as part of support coverage. Must Have
• Flexibility to work rotational night shifts (minimum 90 hrs/month), scheduled in advance with reasonable notice. Must Have
• Availability for weekend on-call support (minimum 48 hrs/month) as part of the global coverage rotation. Must Have
• Java web-app support on application servers (e.g. Tomcat) - WAR deployments, JNDI datasources, connection-pool troubleshooting.
• Spring / Spring Security and ORM frameworks (Hibernate, JPA, JDO) - reading config and diagnosing data-layer issues.
• Web front-end debugging in the browser - JavaScript/jQuery and a modern SPA framework (e.g. AngularJS).
• Proven ability to triage issues systematically under pressure and communicate clearly with technical and business stakeholders.
• Familiarity with log analysis and monitoring tools (e.g. Splunk, ELK, Dynatrace, Grafana, ThousandEyes, Nagios, or similar).
• Strong verbal and written communication skills for incident updates, escalations, and post-mortems.
• Experience working with cross-functional teams in a fast-paced, high-availability environment.