Associate Support Engineer
Wolters Kluwer
IndiaFull TimeFresher
Job Description
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.
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.
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.
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.
Eligibility Criteria
Bachelor's degree (B.E/ B Tech. Computer Science) from a four-year college or university, or equivalent, Masters a plus.
Required Skills
Relevant experience
Up to 2 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
Knowledge with one or more of Dynatrace, New Relic, Datadog, or Azure Application Insights
Infrastructure and network monitoring
Knowledge with SolarWinds or similar infrastructure-monitoring tools
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
ServiceNow for incident 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.
Up to 2 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
Knowledge with one or more of Dynatrace, New Relic, Datadog, or Azure Application Insights
Infrastructure and network monitoring
Knowledge with SolarWinds or similar infrastructure-monitoring tools
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
ServiceNow for incident 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.
Selection Process
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.