DevOps and Infrastructure Support Engineer

**Basic Function** ------------------ Provide **Level 2 application and platform support** for the **Puma platform**, a business‑critical enterprise system used by Wolters Kluwer teams. The role focuses on **platform reliability, infrastructure monitoring, incident investigation, post‑maintenance validation, and operational automation** for systems hosted on **AWS**, running on **Linux and Windows**, and built using **Java, .NET, messaging middleware, and relational databases**. The Puma platform includes **Java workers**, **Apache Tomcat**, **ActiveMQ**, **NGINX**, **ELK logging**, **Zabbix monitoring**, and **Oracle / SQL Server databases**. The position is based in **India** and works in close coordination with **Operations, DevOps, Observability, Security, and L3 Application teams** to ensure platform stability, availability, and production readiness. **Essential Duties and Responsibilities** ----------------------------------------- ### **Monitoring & Incident Management** * Monitor **AWS infrastructure, application services, workers, and platform health** using **Zabbix and ELK Stack**. * Analyze **alerts, metrics, logs, and queue states** to identify issues before business impact. * Provide **Level 2 investigation and resolution** for incidents related to: * Linux / Windows servers * Java applications and Tomcat * ActiveMQ messaging * NGINX reverse proxy * Oracle and SQL Server databases * Perform **triage and impact analysis**, using logs and system metrics to isolate root causes. ### **Post‑Maintenance & Validation** * Coordinate and verify **post‑patch activities** after OS, middleware, and database patching. * Validate **application behavior, worker processing, and integrations** after maintenance windows. * Collaborate with Operations teams to identify **performance degradation, regressions, or side effects** introduced by changes. ### **Root Cause Analysis & Escalation** * Perform **root cause analysis (RCA)** focusing on infrastructure behavior, resource utilization, middleware behavior, and recurring patterns. * Act as a technical interface between **L2 support, DevOps, Infra, and L3 development** teams by providing: * Logs (ELK) * Metrics * System evidence * Reproducible findings * Trigger and manage **structured escalations** when configuration changes, infrastructure updates, or code fixes are required. ### **Operational Improvement & Automation** * Support **incident prevention initiatives** by identifying trends and proposing automation. * Contribute to **alert tuning, health checks, and monitoring improvements** in collaboration with Observability teams. * Develop and maintain **operational scripts** using **Shell or Python** for diagnostics, remediation, and routine tasks. ### **Documentation & Readiness** * Document **support procedures, runbooks, and troubleshooting guides** in **Confluence**. * Support **operational readiness and go‑live activities** for platform changes and releases. * Participate in **knowledge transfer (KT)** sessions with Development, DevOps, and Operations teams. * Provide operational metrics related to **availability, incidents, stability, and platform KPIs**. **Other Duties** ---------------- * Participate in shift‑based on‑call and support coverage, including evenings, weekends, and holidays as per roster. * Perform additional operational tasks as required based on platform and business needs. **Job Qualifications** ---------------------- ### **Education** * Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience. ### **Experience** * **3 to 7 years** of experience in **Level 2 application / platform / DevOps‑oriented support** roles. * Hands‑on experience supporting **AWS environments** (EC2, storage, basic networking). * Strong experience with **Linux (RHEL)** and **Windows Server** troubleshooting. * Experience supporting **Java‑based applications** in production environments. * Experience with **Apache Tomcat** (deployments, configuration, logs). * Experience supporting **ActiveMQ or similar messaging platforms**. * Hands‑on experience with **ELK Stack (Elasticsearch, Logstash, Kibana)**. * Experience using **Zabbix or similar monitoring tools**. * Experience supporting **Oracle and Microsoft SQL Server** databases. * Experience validating application behavior after **database or OS patching**. * Strong incident handling and **RCA ownership** experience. ### **Technical Skills** * Java application support (JVM logs, worker processes – no coding required). * Linux OS‑level troubleshooting (CPU, memory, disk, processes). * SQL basics for diagnostics and validation. * Shell scripting and/or **Python** for automation. * Experience with **Git / SVN** is a plus. * Experience with **Jira and Confluence** for incident and documentation workflows. **Desirable Skills** -------------------- * NGINX reverse proxy exposure. * .NET / Lynkx application awareness. * Perl scripting exposure (health checks, batch processing). * AWS RDS (SQL Server / Oracle) awareness. * Certificate handling and security basics. * ITIL process awareness. * CI/CD or release support exposure. * Citrix / AppStream exposure is a plus. **Soft Skills** --------------- * Strong written and spoken **English communication** skills. * Ability to work with **global teams across time zones**. * Strong analytical thinking and **problem‑solving mindset**. * Ability to manage multiple incidents and priorities independently. * Collaborative and pragmatic approach with Operations, DevOps, and Development teams. 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._