DevOps Support Engineer

About the Role

Prodapt Solutions Private Limited is seeking a self-motivated and technically proficient DevOps Support Engineer to handle Tier 1 & 2 application production support. Based in Hyderabad or Bangalore, this role involves providing 24/7 support for critical enterprise integration, messaging, and event-driven applications within an Azure Kubernetes ecosystem. The position requires independent incident diagnosis and resolution with minimal escalation.

Key Responsibilities

• Deliver 24x7 incident, alert, and operational support focused on autonomous problem resolution.
• Analyze and triage incidents using logs, monitoring tools, and platform knowledge to resolve issues without routine escalation.
• Engage Tier 2 support exclusively for complex architectural or infrastructure problems beyond Tier 1 scope.
• Manage client-submitted incident tickets end-to-end, including resolution and closure.
• Respond promptly to PagerDuty and automated alerts by validating and rectifying issues before escalating.
• Continuously monitor production and non-production environments to proactively detect anomalies and apply corrective measures.
• Manage application support communications and operational follow-ups.
• Provide first-responder emergency support and independently resolve incidents when possible.
• Share client profile data and generate usage reports as requested.
• Maintain clear communications with clients throughout incident management, including when escalation occurs.
• Track and report operational metrics such as Mean Time To Repair (MTTR) and ticket resolution trends.
• Create and update Tier 1 Standard Operating Procedures (SOPs) and operational runbooks based on real-world resolution experience.

Requirements

• Minimum 3 years of experience in application production support with proven ability to independently troubleshoot and resolve incidents.
• Comprehensive knowledge of event streaming platforms, integration middleware, AKS-hosted microservices, and observability tools.
• Experience with incident management ticketing tools like iTrack or equivalents, including root cause analysis and documentation.
• Proficiency in using Splunk, PagerDuty, Prometheus, and Grafana for active investigation beyond simple monitoring.
• Hands-on operational expertise with Kubernetes, particularly Azure Kubernetes Service (AKS), including pod diagnostics and health monitoring.
• Solid working knowledge of Confluent Kafka and Azure Event Hub, including consumer lag analysis and message flow troubleshooting.
• Strong SQL/PostgreSQL skills for incident investigation and validation.
• Ability to interpret Java, Spring Boot, and React logs for root cause identification.
• Fundamental Python scripting skills to create quick operational fixes and checks.
• Proficient Linux/Unix command line skills for real-time log analysis and system diagnostics.
• Excellent verbal and written communication skills to provide incident updates and maintain client coordination.
• Willingness to work in rotational 24/7 shifts on-site at Hyderabad or Bangalore.

Preferred Skills

• Familiarity with hybrid streaming environments such as Confluent Cloud, AWS MSK, and Apache Flink.
• Exposure to IBM Sterling Integrator for better incident context.
• Experience supporting telecom or high-availability enterprise environments.
• Knowledge of CI/CD deployment pipelines within a support framework.

Additional Information

The candidate must share current and expected CTC, total and relevant experience, notice period, current location, readiness to work in 24/7 shifts, and reason for job change when applying. Immediate to 30-day joining candidates are preferred. This is an on-site role requiring availability for rotational shifts.