Support Lead - Kubernetes

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

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)  

Strong 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-driven architecture  

Exposure to monitoring and observability tools (Elasticsearch/OpenSearch, Grafana, Prometheus)  

Basic scripting knowledge (Bash, JSON handling)  

Cloud & DevOps (Preferred) 

Exposure to AWS services (EC2, S3, RDS)  

Knowledge of Docker and containerized environments  

Basic understanding of Kubernetes concepts  

Support & Operational Skills 

Experience in incident management, ticket triage, and escalation handling  

Strong troubleshooting and root cause analysis (RCA) capability  

Ability to differentiate between configuration issues, product defects, and known issues  

Experience supporting releases and deployment activities 

Other Requirements

Strong analytical and problem-solving skills  

Good communication and stakeholder management  

Customer-focused approach with structured thinking  

Ability to work in a fast-paced, 24x7 support environment