Product Software Engineer

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.