Infrastructure Support Engineer

As a consultant Infrastructure Support Engineer, your daily responsibilities are integral to ensuring technical excellence and operational efficiency, particularly in cloud environments. Your contribution as a first responder extends to automating day-to-day operations, responding to and escalating production incidents, and assisting development teams in incident resolution.

• You will keep a vigilant eye on the operations of shipped products and services following the agreed upon “Eyes on glass/Follow the sun” engagement models.
• You will monitor product/service operations against key performance indicators defined by the business and take necessary actions in response to detected deviations.
• You will document the appropriate responses to various kinds of incident scenarios in collaboration with development teams and prepare runbooks.
• You will reduce the human effort in day-to-day operations by automating, configuring and tweaking alerts, and monitoring as necessary.
• You will respond to production incidents and execute well defined responses, raising the incident to higher levels of support wherever necessary.
• You will assist development teams in incident resolution as necessary, e.g.: as a pair, providing updates, handling communication, etc.
• You will assist in conducting incident root cause analysis (RCA), preparing incident postmortem reports, communicating incident RCA to client stakeholders whenever necessary and responding to queries and resolution approaches.
• You will pair on implementing service/product reliability improvement by writing infrastructure/observability configuration code, in collaboration with service reliability engineers.

• You are familiar with CI/CD tools such as Jenkins, GitlabCI, CircleCI, etc.
• You have had exposure to log aggregation systems, e.g.: EFK, Splunk, Datadog.
• You have hands‑on experience with monitoring, alerting and observability, e.g.:
  Prometheus, Grafana, Datadog.
• You possess a good understanding of at least one Public Cloud, e.g.: AWS, Azure, GCP.
• You have hands‑on experience executing most common operations in managing workloads on any container ecosystem tech stacks e.g.:
  Docker, Kubernetes, Openshift.
• You have a basic understanding of API concepts such as request, response, headers, authentication, JSON payloads, etc.
• You have a basic understanding of networking including concepts such as high availability, load balancing and proxies.
• You have a basic understanding of traffic load management approaches such as horizontal and vertical scaling.
• You have a basic understanding of availability concepts such as downtime, time to recover/restore, SLAs, etc.
• You have experience running basic system administration operations in a Linux operating system such as RHEL or Ubuntu.

• You have good communication skills and are proficient in English.
• You can confidently hold a Q&A discussion.
• You have a good attitude towards learning new technical skills and concepts.
• You possess innovative thinking and confidence in suggesting ideas to the team.
• You have strong drive and ownership to sign up and deliver work when called upon without being too concerned with role boundaries.
• You are willing to be part of a rotation- and need-based 24x7 team.