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