Technical Support Engineer

Job Overview:

We are looking for Site Reliability Engineer (SRE) Tech Support to for our Cloud Site Reliability operations and ensure the smooth functioning of cloud infrastructure powered by OpenStack and Kubernetes. In this role, you will focus on monitoring, basic troubleshooting, and incident response, helping to maintain high system availability, reliability, and performance. You will be responsible for identifying and addressing simple issues, as well as escalating more complex problems to development team when needed.

The ideal candidate should have a good understanding of cloud infrastructure (especially OpenStack and Kubernetes), containerized environments, and system monitoring. This position offers an excellent opportunity for someone looking to grow into a more advanced SRE or DevOps role.

Key Responsibilities:

• Incident Monitoring, Triage & Resolution:
• Respond to system alerts, monitor infrastructure health using tools like Prometheus, Grafana, and Observability for both OpenStack and Kubernetes.
• Identify low-level issues and follow runbooks or predefined scripts to perform first-level triage.
• Investigate and resolve more complex issues compared to L0, such as Kubernetes pod crashes, network misconfigurations in OpenStack, and minor service disruptions.
• Work with tools like kubectl to troubleshoot Kubernetes pods and nodes, and OpenStack CLI to diagnose problems with VMs, storage, and networks
• System Health Checks:
• Perform daily health checks for Kubernetes pods, nodes, and OpenStack instances.
• Verify functionality of VMs, containers, and network services within the environment.
• Ticket Management:
• Log incidents and issues into a ticketing system (e.g., JIRA, ServiceNow) for tracking and escalation.
• Update incident tickets and provide relevant information for ongoing resolution efforts.
• Work closely with L2 and L3 engineers for complex troubleshooting or advanced system issues that require in-depth knowledge
• Automation & Scripting:
• Automate routine tasks, such as VM provisioning, pod deployments, or status checks, using basic scripting languages (Python, Bash).
• Improve automation workflows based on feedback and frequently encountered issues.
• Log Aggregation & Monitoring:
• Review logs and metrics collected from ELK Stack, Prometheus, Grafana, or other logging tools to detect trends and potential issues.
• Analyze logs and metrics from OpenStack and Kubernetes clusters to pinpoint underlying problems (e.g., high CPU usage, memory leaks).

Skills & Qualifications:

• Familiarity with

  OpenStack architecture (e.g., Nova, Neutron, Cinder).

• Good understanding of

  Kubernetes

  components, including

  pods, services, deployments, and namespaces.

• Knowledge

  of Linux/Unix

  -based operating systems (e.g.,

  Ubuntu, CentOS, Red Hat).

• Understanding of networking concepts like

  DNS, IP routing, and VLANs in cloud environments.

• Familiarity with

  monitoring tools like Prometheus, Grafana, Zabbix, or CloudWatch for alert management and system health monitoring

  .

• Troubleshooting & Incident Response

  : Experience in using log aggregation tools (

  ELK stack, Splunk

  ) and interpreting logs for incident detection
• Ability to perform basic troubleshooting steps (e.g., restarting services, running basic shell commands) to resolve issues
• Strong communication skills to collaborate effectively
• Ability to document incidents, solutions, and troubleshooting steps clearly.

• Basic Scripting

  preferably in Python for Automation

Certifications:

• Basic certifications such as CompTIA Linux+, AWS Certified Solutions Architect, Kubernetes Fundamentals (CKA), or OpenStack COA are a plus.

Work Environment:

• Require working in shifts, on rotation basis covering evenings/nights, weekends, and holidays to ensure 24*7*365 availability of critical systems.