Job Description

Vendor Partner: Happiest Minds Technologies

Client: DoubleVerify Team: NOC Tier 1 SRE Operations Support Designation (DV): Support Engineer 1

Work Schedule: 24x7 Shift-Based (Rotational)

Role Overview

The Support Engineer I (Tier 1) is the first line of defense for DoubleVerify's production environment. Operating as part of the Happiest Minds NOC team embedded within DV's TechOps organization, this role is responsible for monitoring, triaging, and resolving production alerts across multiple platforms and products 24 hours a day, 7 days a week. The engineer is expected to work strictly within defined Standard Operating Procedures (SOPs), escalate intelligently to Tier 2 / Tier 3 teams when needed, and contribute to reducing overall escalation rates over time.

Responsibilities

Monitor production alert channels (PagerDuty, Grafana, Nagios, Site24x7, Slack alert channels) continuously during assigned shift
Triage incoming alerts, assess severity, and respond within defined SLA targets
Follow SOPs to investigate, acknowledge, silence,



or resolve alerts across products including Pinnacle, Social Integrations, Programmatic, Publisher, Measurement, and TechOps
Raise Freshservice tickets for all actionable alerts and maintain accurate ticket status throughout the lifecycle
Execute alert silencing via AlertManager using correct durations; avoid short silencing windows that cause ticket re-inflation
Escalate unresolved or out-of-scope issues to Tier 2 and Tier 3 teams via PagerDuty with sufficient context and findings documented
Validate root cause before escalating , avoid passing incomplete or unclear information upstream.
Coordinate with DBA, Analytics, SI, DataOps, and SRE teams through Slack alert threads, following proper tagging protocols
Avoid directly pinging in office DV team members; route escalations via defined channels and the @support_group alias
Execute Kubernetes pod scaling procedures (e.g., incremental scaling via Grafana/Lens) as direct

📌 SENIOR ENGINEER (Bengaluru)
🏢 Happiest Minds Technologies
📍 Bengaluru