Job Title

Customer Support Engineer 2

Key Technical Skills
- Monitoring & Observability: Datadog, Splunk, Grafana, Dynatrace, Azure Monitor, Log Analytics, APM
- Incident & Service Operations: Incident Management, Event Management, Alert Management, Production Support, Operational Escalations
- CRM & CIAM: CRM Operations Support, Customer Identity & Access Management (CIAM), SSO, MFA, OAuth 2.0, OpenID Connect
- Technical Fundamentals: APIs, Microservices, Cloud Fundamentals, Network Fundamentals, Web Technologies, Log Analysis
- ITSM Tools: ServiceNow, Jira Service Management, ITSM Ticketing Platforms
- Monitoring Domains: Application Availability, Service Health, Performance Monitoring, Incident Diagnostics

Key Responsibilities
- Monitor customer-facing applications, CRM, CIAM, APIs, integrations, and cloud services in a 24x7 operational workplace.
- Detect, assess, prioritize, and coordinate resolution of service incidents and operational alerts.
- Perform first-level troubleshooting, diagnostics, health checks, and service recovery activities using runbooks and SOPs.




- Monitor identity and authentication services including SSO, MFA, login, registration, and customer account services.
- Support CRM platform operations, integrations, releases, and post-deployment monitoring.
- Coordinate with Infrastructure, Application Support, Engineering, Security, Product, and Vendor teams for incident resolution.
- Manage incident communications, escalations, and stakeholder updates during service disruptions.
- Analyze monitoring data and logs to identify service degradation, recurring issues, and potential business impact.
- Maintain operational records, incident tracking, and audit documentation.
- Contribute to improving monitoring effectiveness, alert quality, operational processes, and service reliability.

Ideal Candidate Profile
- 3–6 years of experience in NOC Operations, Application Monitoring, Production Support, Service Desk, or Enterprise Monitoring Environm

📌 Customer Support Engineer 2 (Bengaluru)
🏢 Amadeus
📍 Bengaluru