Job Title: IT Support Engineer Experience required: Minimum 3 years and maximum 5 years Work schedule: 24×7 rotational shifts with monthly shift rotation Role Overview We are looking for an IT Support Engineer with 3–5 years of relevant experience to join our 24×7 monitoring and support team. The role involves monitoring applications, infrastructure, cloud resources, and containerized services; investigating alerts using metrics, logs, and traces; and supporting incident response to maintain service availability and performance. The ideal candidate will demonstrate practical troubleshooting skills, apply knowledge gained through product and application knowledge-transfer (KT) sessions, and communicate technical findings clearly. The role also requires familiarity with AI-assisted troubleshooting and a willingness to use approved AI tools to improve investigation, documentation, and operational efficiency. Key Responsibilities Continuously monitor applications, infrastructure, cloud resources, and services using available observability tools and existing dashboards. Review alerts, events, logs, metrics, and traces using OpenSearch, Grafana, and applicable APM and infrastructure-monitoring platforms. Identify application errors, service unavailability, performance degradation, infrastructure failures, and unusual system behaviour. Perform initial investigation and troubleshooting using monitoring data, logs, dashboards, and standard operating procedures. Monitor Kubernetes clusters, nodes, pods, containers, deployments, and services. Use basic SQL queries to retrieve and validate data during application or database-related incident investigations. Acknowledge, prioritize, and respond to alerts according to severity, business impact, and established response procedures. Create and update ServiceNow incident tickets with accurate technical details, observations, troubleshooting actions, and supporting evidence. Escalate unresolved or critical incidents to the appropriate support teams and coordinate follow-up activities. Maintain clear shift handovers covering active incidents, outstanding alerts, actions taken, and pending follow-ups. Contribute to dashboard improvements, alert tuning, knowledge articles, and documentation of investigation findings. Apply AI tools to explore problems and develop simple scripts, utilities, documentation, or proofs of concept that improve monitoring and support activities, in accordance with company policies. Required Skills and Experience Skill Area Required Tools and Knowledge Relevant experience 3–7 years in observability, monitoring, application support, infrastructure operations, or a related production-support role Monitoring and visualization Hands-on experience with Grafana and monitoring dashboards Log monitoring and analysis Hands-on experience with OpenSearch for searching and analysing logs Application performance monitoring Experience with one or more of Dynatrace, New Relic, Datadog, or Azure Application Insights Infrastructure and network monitoring Experience with SolarWinds or similar infrastructure-monitoring tools Observability fundamentals Strong understanding of metrics, logs, traces, dashboards, alerting, and incident investigation Cloud platforms Basic knowledge of AWS and Microsoft Azure services and their monitoring capabilities Container platforms Basic knowledge of Kubernetes and experience monitoring containerized applications, including pods, nodes, deployments, and services Database knowledge Basic SQL skills for retrieving and validating data Operating systems Basic Linux knowledge and familiarity with commonly used troubleshooting commands Technical fundamentals Understanding of networking, HTTP/HTTPS, APIs, databases, and distributed applications Service-management tools Experience with ServiceNow for incident management; familiarity with Jira for issue tracking and Opsgenie for alerting and on-call management Soft skills Strong analytical, troubleshooting, communication, and documentation skills AI Knowledge Demonstrate a basic understanding of AI and generative AI, including their capabilities, limitations, and practical applications. Shift Schedule and Allowance This role is part of a 24×7 operations team and requires working rotational shifts, including night shifts, weekends, and public holidays as scheduled. Shift assignments rotate monthly according to the team roster. Team members receive two days off after every five consecutive working days. Both shifts and weekly days off are rotational. Weekly days off may fall on weekdays or weekends. Shift allowance will be provided as per company norms. Required Qualifications Bachelor's degree (B.E/ B Tech. Computer Science) from a four-year college or university, or equivalent, Masters a plus. Our Interview Practices To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential. With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes. For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being. That commitment has been recognized externally through Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024. More recently, Wolters Kluwer was recognized by Forbes as one of America’s Best Large Employers 2026 and America’s Best Employers for Engineers 2026. In 2025, Wolters Kluwer was also recognized by Forbes as one of America’s Best Employers for Women. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases. GDPR Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.

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