L1 Support Engineer

1 day ago

Pune, India Velotio Technologies Full time

We are looking for motivated L1 Support Engineers to provide 24x7 monitoring and first-line support for our clients cloud-native infrastructure. The environment includes OpenShift, Kubernetes, ArgoCD (Helm-based deployments), and VMs running within OpenShift. The engineers will be the first point of contact for incidents, service requests, and alerts, ensuring timely triage, resolution (where possible), and escalation.

Key Responsibilities

  1. Monitoring & Incident Response
  2. Proactively monitor clusters, workloads, and services using available tools and dashboards.
  3. Acknowledge and respond to alerts, tickets, or user-reported issues in a timely manner.

  4. Perform initial triage, log collection, and basic troubleshooting.

  5. Kubernetes & OpenShift

  6. Understand basic kubectl/oc commands to check pod, node, and deployment health.

  7. Verify and troubleshoot Helm chart deployments via ArgoCD (e.g., failed syncs, pod restarts, misconfigurations).

  8. Assist in monitoring VMs running within OpenShift and escalate infrastructure-level issues.

  9. ITSM & Communication

  10. Work with ITSM tools (ServiceNow, Jira, or similar) for incident, change, and problem management.

  11. Follow escalation matrix for unresolved issues (to L2/L3/SME teams).

  12. Provide clear, concise communication to stakeholders and update tickets with accurate details.

  13. Shift & Collaboration

  14. Operate in a 24x7 rotational shift model ensuring continuous coverage.

  15. Collaborate closely with client engineers and internal SMEs to minimize downtime.
  16. Document common fixes and known issues in runbooks/knowledge base.

Required Skills

  • 1-3 years of experience in support, system administration, or DevOps environments.
  • Basic working knowledge of Kubernetes and OpenShift (pod lifecycle, deployments, namespaces).
  • Familiarity with ArgoCD and Helm (understanding sync errors, chart values).
  • Hands-on with Linux shell for troubleshooting.
  • Experience with ITSM tools (ServiceNow, Jira, Remedy, etc.) and ticketing processes.
  • Good communication skills (written and verbal) and ability to interact with global teams.
  • Strong analytical skills and eagerness to learn.

Nice to Have

  • Knowledge of monitoring/observability tools (Grafana, Prometheus, Datadog etc.)
  • Experience documenting SOPs, triage steps, or runbooks.

What We Offer

  • Opportunity to work on cutting-edge Kubernetes/OpenShift environments.
  • Structured training and mentoring from senior DevOps/Platform teams.
  • Growth opportunities into L2/L3 support, SRE, or DevOps engineering.
  • 24x7 support team model with proper shift scheduling and work-life balance.

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