Vijayawada, Andhra Pradesh

Job Summary

Experienced L1/L2 Support Engineer with strong expertise in production support, incident management, and AIOps/event monitoring platforms. Skilled in Linux troubleshooting, log analysis, and SQL, with hands-on experience in identifying and resolving application, integration, and performance-related issues. Proficient in handling end-to-end ticket lifecycle, root cause analysis, and ensuring SLA adherence. Familiar with REST APIs, messaging systems, and observability tools, with exposure to cloud and container technologies. A proactive team player with strong problem-solving skills and a customer-focused approach, capable of working effectively in a 24x7 support environment.

Key Responsibilities

Role Overview

Provide L1/L2 production support for the Moogsoft AIOps/event management platform

Monitor, triage, and resolve incidents across event ingestion, processing, and correlation layers

Perform UI validation, log analysis, and data ingestion verification for issue identification

Troubleshoot configuration, integration, database,



and performance-related issues

Classify issues (configuration, defect, or enhancement) and escalate appropriately

Collaborate with Development, SRE, and DevOps teams for faster resolution and service improvement

Handle customer tickets, provide timely updates, and ensure SLA adherence

Participate in incident management, RCA preparation, and continuous improvement initiatives

Support release validation and deployment activities

Work in rotational shifts and be flexible to operate outside IST timezone (24x7 support model)

Skill Requirements

Understanding of Moogsoft or similar event management/AIOps platforms (event ingestion, correlation, alerts, dashboards)

Robust Linux fundamentals and log analysis skills

Basic SQL knowledge (MySQL/MariaDB or similar databases)

Familiarity with REST APIs, SNMP, webhooks, and system integrations

Knowledge of messaging systems (Kafka/RabbitMQ) and event

📌 Support Engineer (Vijayawada)
🏢 HCLTech
📍 Vijayawada