Job Description

Job Description
Support Engineer I (NOC Operations) SRE Operations Support Designation (DV): Support Engineer 1 Work Schedule: 24x7 Shift-Based (Rotational) Role Overview 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.

Key Responsibilities
Alert Monitoring & Incident Management, 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. 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 Escalation & Cross-team Collaboration Escalate unresolved or out-of-scope issues to Tier 2 and Tier 3 teams via 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 on-site DV team members; route escalations via defined channels and the @support_group alias Operational Execution: Execute Kubernetes pod scaling procedures (e.g., incremental scaling via Grafana/Lens) as directed by Tier 2 leads Monitor Salesforce loader jobs and reprocessing pipelines,



following documented runbooks. Run Snowflake queries using the alert conditions Trigger pipeline reruns (DAG tasks, Rivery rivers, Rundeck jobs) per SOP when applicable Verify certificate status on Site24x7 and confirm renewals post-update SOP Adherence & Knowledge Management Follow current SOPs for all alert types; never deviate without Tier 2 guidance Flag SOPs that are outdated, missing, or require updates by raising a Jira request to the SI/DataOps team Contribute to SOP creation efforts when knowledge transfers are conducted Participate in Knowledge Transfer (KT) sessions to continuously expand scope of independently handled alerts Tools & Platforms: Category Tools Monitoring & Alerting Grafana, Nagios, PagerDuty, Site24x7, Prometheus/AlertManager OpenLens, AWX, GCP Console Data Platforms Snowflake, Rivery, Vertica, Splunk Automation & CI/CD Rundeck, GitLab Pipelines Ticketing Freshservice, Jira Communication Slack (multiple channels), Google Meet Required Skills & Qualifications 2 years of experience in a NOC, production support, or IT operations role Familiarity with Linux command-line basics and reading system logs Basic understanding of cloud infrastructure concepts (GCP, Kubernetes preferred) Ability to read and execute SQL queries (Snowflake experience is a plus) Exposure to monitoring and alerting tools (Grafana, Nagios, or similar) Strong attention to detail and ability to follow documented procedures accurately Positive written communication skills in English for Slack coordination and ticket documentation Ability to work in a 24x7 rotational shift environment, including nights and weekends Behavioral Expectations Act with urgency on high-priority alerts without bypassing process Proactively communicate status updates do not wait to be asked Escalate with complete context, not just a forward of an alert Treat every shift handover as a critical knowledge transfer

📌 ENGINEER - Google cloud Monitoring and Logging (Bengaluru)
🏢 Happiest Minds Technologies
📍 Bengaluru