Support Engineer 2

Acesoft Labs; Dadri; Hybrid; INR 600,000 - 1,200,000; Full time

Job summary

Acesoft Labs in India is seeking a skilled second-line support engineer with strong AWS, Linux and Splunk experience. You will investigate and resolve escalated issues, work with development for 3rd line escalation, and help design proactive health monitoring.

This role emphasizes collaboration with product and delivery teams, applying AI/ML techniques to detect anomalies and improve incident response, while maintaining strong communication with business stakeholders.

Qualifications

• Provide second line client-facing technical support for escalated issues.
• Apply strong technical skills with investigative and troubleshooting techniques.
• Collaborate with development for third line escalation.
• Coordinate with product and delivery teams for releases and enhancements.
• Work on proactive health monitoring, reporting and support.
• Apply AI/ML techniques to detect anomalies and improve support operations.

Responsibilities

• Proactive monitoring and management of 24x7 real-time systems; rectify issues to restore functionality.
• Assess incidents for business and technical impact and severity.
• Own incidents through resolution, including 3rd line or IT change activities.
• Maintain active communication with the business community.
• Cover Application Infrastructure, Data Fixes, User Queries, User Education and Incident Investigation.
• Monitor events, alerts, schedules, capacity and KPIs; create change requests as needed.
• Share knowledge and update the knowledge base (Confluence).
• Meet SLAs and OLAs for services.
• Leverage AI Ops to analyze logs, metrics, traces and event data.

Skills

AWS

Linux

Tools

Splunk

Job description

Role & responsibilities

Note: need strong experience on AWS, Linux, Splunk and Experience on writing Queries Incident and change management and strong com skill.

Job Description

Duties & accountabilities

Provide second line client-facing technical support for issues escalated by first line support teams.

Apply strong technical skills and good business knowledge together with investigative techniques and problem-solving skills to identify and resolve issues efficiently and in a timely manner.

Work collaboratively with development team required for third line escalation.

Coordinate with product and delivery teams to ensure the Service Management team is ready for new releases and engaged in early design of new enhancements.

Work on initiatives and continuous improvement process around proactive application health monitoring, reporting, and technical support.

Apply AI/ML techniques to detect anomaly, predict alerting, and to enhance support operations.

Key Areas of The Teams Responsibilities Are

Proactive monitoring and management of business critical 24x7 real-time. Where required to rectify issues in a timely fashion to restore application functionality.

Ensure incidents are correctly processed, assessing business and technical impact and severity.

Taking ownership of application incidents and ensuring that they are resolved, this includes retaining ownership of incidents that require 3rd Line or IT Change activity to resolve.

Ensuring the communication to the business community remains active.

Application responsibilities will cover Application Infrastructure, Data Fixes, User Queries, User Education and Incident Investigation.

Monitoring of application events alerts, job schedules, capacity monitors and performance KPI's. Creation and ownership of change requests raised to address any of the above issues.

Proactively share knowledge with the team and update the knowledge base with support documentation (Confluence).

Work to provide services to agreed Service Level Targets and Operating Level Agreements.

Leverage AI Ops techniques to analyse logs, metrics, traces, and event data, enabling proactive trend identification and continuous optimization of system performance.