Job Description

Support Engineer I (Tier 1 NOC Operations)

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 DoubleVerifys production

environment. Operating as part of the Happiest Minds NOC team embedded within DVs

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, 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

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

12 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

Valuable 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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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