Job Description

Job Title: Support Engineer Cloud SRE

Education: Any Graduate

Experience: 1 to 3years

Location: Mumbai

We are looking for a proactive and customer-focused Tier 1 SRE -Support Engineer to join our Cloud SRE and Database Operations team. The role will act as the first line of support for customer incidents, alerts, service requests, and operational issues using ServiceNow and monitoring tools.

The engineer will be responsible for acknowledging tickets, performing initial triage, gathering required information, validating alerts, understanding customer impact, and routing/escalating issues to the appropriate Cloud SRE or Database Operations teams based on defined processes and runbooks.

Key Responsibilities:

• Perform initial troubleshooting and attempt first-level resolution using approved SOPs, runbooks, and knowledge base articles before escalation.

• Execute predefined operational tasks and validation steps as part of first-call/first-response resolution process.

• Monitor and manage incidents, alerts, and service requests through ServiceNow and monitoring platforms.

• Perform first-level triage for Cloud SRE and Database Operations related tickets.

• Acknowledge customer incidents within defined SLA timelines.

• Understand customer-reported issues and collect relevant technical details for troubleshooting.

• Categorize, prioritize, and assign tickets to the appropriate support teams.

• Validate alerts and identify duplicate, false-positive, or recurring incidents.

• Follow standard operating procedures (SOPs), knowledge base articles, and escalation matrices.

• Coordinate with Tier 2 and Tier 3 teams during major incidents and service degradation.

• Maintain accurate ticket updates, documentation, and communication throughout the incident lifecycle.

• Support shift handovers with clear operational updates.

• Escalate critical issues based on severity, business impact, and SLA requirements.

• Assist in maintaining operational dashboards, incident reports, and customer communications.

Required Skills:

• Basic understanding of Cloud platforms such as AWS and Azure.

• Basic understanding of database technologies such as SQL Server, PostgreSQL, MySQL, MongoDB, or Oracle.

• Familiarity with ITSM tools such as ServiceNow.

• Understanding of incident management, monitoring, and ticketing processes.

• Good troubleshooting and analytical skills.

• Strong verbal and written communication skills.

• Ability to work in a 24 x 7 rotational shift environment.

• Customer-focused mindset with strong coordination skills.

Preferred Skills:

• Knowledge of monitoring tools such as CloudWatch, Datadog, New Relic, SolarWinds, or similar platforms.

• Exposure to Linux and Windows server environments.

• Understanding of basic networking concepts.

• ITIL Foundation certification is a plus.

• Cloud certification (AWS/Azure Fundamentals) is an added advantage.

Experience & Qualification:

• 1 -3 years of experience in IT Operations, Cloud Support, NOC, SRE Support, or Database Operations.

• Bachelor's degree in computer science, Information Technology, or related field.

Key Expectations:

• Ability to handle multiple tickets and alerts simultaneously.

• Strong ownership and attention to detail.

• Ability to follow operational processes and escalation procedures.

• Willingness to learn Cloud SRE and Database operational practices.

• Maintain high customer satisfaction through timely communication and coordination.

Shift Requirement:

• 24 x 7 rotational support coverage.

• Weekend and holiday support as part of shift rotation.

Reporting Structure:

Reports to: Cloud Operations Manager / SRE Manager

Datavail is a leading provider of data management, application development, analytics, and cloud services, with more than 1,000 professionals helping clients build and manage applications and data via a world-class tech-enabled delivery platform and software solutions across all leading technologies. For more than 17 years, Datavail has worked with thousands of companies spanning different industries and sizes, and is an AWS Advanced Tier Consulting Partner, a Microsoft Solutions Partner for Data & AI and Digital & App Innovation (Azure), an Oracle Partner, and a MySQL Partner.