Support Engineer_Contractual Role ( 1 Year )

Cloud & Application Support _ L1 _ Contractual Role

Responsibilities

• Monitor and troubleshoot infrastructure components hosted across AWS, Azure, GCP, and on-premise environments.
• Detect, analyze, and respond to infra alerts, ensuring timely fault isolation and escalation.
• Work on backend application issues reported from field teams (login, subscription, entitlement, playback, API failures, etc.).
• Perform sanity and functional checks of OTT applications to confirm service health and identify recurring failure patterns.
• Respond to incidents within SLA and escalate to DevOps, development, or platform teams based on runbooks.
• Use monitoring tools like New Relic, Grafana, Mixpanel, CloudWatch, Kibana, Prometheus etc. to validate alerts and support analysis.
• 
  Track subscription and entitlement processing behaviour to identify delays or abnormal patterns.
• Support high availability and performance of environments, including basic troubleshooting across compute, networking, DB, and caching layers.
• Participate in automation initiatives and health check frameworks when required.
• Maintain shift logs, KB articles, and runbooks for operational readiness.
• Work closely with client stakeholders and internal teams to provide status updates and support business continuity.
• Participate in 24*7 rotational support.
  

Required Skills

• 1-2 years of experience in infrastructure or application support.
• Hands-on experience with ticketing tools such as ServiceNow, Jira, Freshdesk.
• Basic knowledge of Linux commands, shell scripting, and cloud administration (AWS preferred).
• Familiarity with OTT or backend application flows and API-driven problem analysis.
• Ability to interpret alerts, logs, and error codes to drive initial root cause isolation.
• Strong communication skills for incident reporting and stakeholder coordination.
• Ability to follow SOPs and runbooks and manage multiple issues in a fast-paced environment.
• Good experience in AWS/ Cloud