DevOps Support Engineer (L1/L2)

at  Finclutech Ltd FZCO

JOB SUMMARY:

We are looking for a DevOps Support Engineer with a developer background who has transitioned into the DevOps domain and has experience in monitoring tools such as Prometheus, Grafana, and CloudWatch. The primary responsibility of this role is to monitor system alerts, escalate issues, and ensure smooth operations, while also contributing to automation and infrastructure optimization tasks.

QUALIFICATIONS:-

• 2-5 years of experience in a DevOps support or related role, preferably with a developer background.
• Hands-on experience in monitoring and alerting tools such as Prometheus, Grafana, and AWS CloudWatch.
• Basic experience in programming languages such as Python, Java, or Shell scripting.
• Exposure to configuration management and deployment tools like Ansible, Puppet, or Chef.
• Experience with distributed search and analytics tools like ELK stack (ElasticSearch, Logstash, Kibana) is a plus.
• Familiarity with IT service management and ticketing tools (e.g., ServiceNow, Jira, or similar).
• Knowledge of CI/CD tools (Jenkins, GitLab, etc.) and infrastructure automation.
• Good understanding of Linux, virtualization, and cloud platforms (AWS, Azure).
• ITIL certification is a plus.
• Strong analytical and troubleshooting skills.
• Flexibility to work in a 24/7 shift-based environment, including night shifts.
• Experience working in NOC/SOC environments.
• Basic knowledge of networking, databases (SQL/NoSQL), and cloud platforms.
• Ability to work in a fast-paced, dynamic environment with minimal supervision.

• Monitor Prometheus, Grafana, CloudWatch, and other monitoring tools for alerts and system performance.
• Analyze alerts, escalate critical issues, and create support tickets based on defined SLAs and protocols.
• Provide first-level (L1) and second-level (L2) support, ensuring timely incident resolution and escalation where necessary.
• Maintain detailed logs and reports of system incidents and escalations.
• Collaborate with cross-functional teams to troubleshoot and resolve issues.
• Develop and maintain automation scripts using Bash, PowerShell, and scripting languages to streamline processes.
• Assist in configuring and maintaining CI/CD pipelines and deployment automation.
• Support application web servers such as Nginx and Apache Tomcat, ensuring stability and performance.
• Work with configuration management tools such as Ansible, Chef, or Puppet for infrastructure automation.
• Maintain documentation for system configurations, incident response processes, and troubleshooting guides.
• Stay updated with the latest DevOps trends, security vulnerabilities, and best practices.
• Participate in incident response and root cause analysis when required.