Support Engineer Cloud SRE

Job Title: Support Engineer Cloud SRE

Education: Any Graduate

Experience: 1 to 3years

Location: Mumbai

Job Description:

Position Summary:

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.

• Bachelors 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