DevOps and Infrastructure Support Engineer - IT Support + DevOps

Basic Function

ProvideLevel 2 application and platform support for thePuma platform, a business‑critical enterprise system used by Wolters Kluwer teams.
The role focuses onplatform reliability, infrastructure monitoring, incident investigation, post‑maintenance validation, and operational automation for systems hosted onAWS, running onLinux and Windows, and built usingJava, .NET, messaging middleware, and relational databases.

The Puma platform includesJava workers,Apache Tomcat,ActiveMQ,NGINX,ELK logging,Zabbix monitoring, andOracle / SQL Server databases.

The position is based inIndia and works in close coordination withOperations, DevOps, Observability, Security, and L3 Application teams to ensure platform stability, availability, and production readiness.

Essential Duties and Responsibilities

Monitoring & Incident Management

• MonitorAWS infrastructure, application services, workers, and platform health usingZabbix and ELK Stack.
• Analyzealerts, metrics, logs, and queue states to identify issues before business impact.
• ProvideLevel 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
• Performtriage and impact analysis, using logs and system metrics to isolate root causes.

Post‑Maintenance & Validation

• Coordinate and verifypost‑patch activities after OS, middleware, and database patching.
• Validateapplication behavior, worker processing, and integrations after maintenance windows.
• Collaborate with Operations teams to identifyperformance degradation, regressions, or side effects introduced by changes.

Root Cause Analysis & Escalation

• Performroot cause analysis (RCA) focusing on infrastructure behavior, resource utilization, middleware behavior, and recurring patterns.
• Act as a technical interface betweenL2 support, DevOps, Infra, and L3 development teams by providing:
  • Logs (ELK)
  • Metrics
  • System evidence
  • Reproducible findings
• Trigger and managestructured escalations when configuration changes, infrastructure updates, or code fixes are required.

Operational Improvement & Automation

• Supportincident prevention initiatives by identifying trends and proposing automation.
• Contribute toalert tuning, health checks, and monitoring improvements in collaboration with Observability teams.
• Develop and maintainoperational scripts usingShell or Python for diagnostics, remediation, and routine tasks.

Documentation & Readiness

• Documentsupport procedures, runbooks, and troubleshooting guides inConfluence.
• Supportoperational readiness and go‑live activities for platform changes and releases.
• Participate inknowledge transfer (KT) sessions with Development, DevOps, and Operations teams.
• Provide operational metrics related toavailability, 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 inLevel 2 application / platform / DevOps‑oriented support roles.
• Hands‑on experience supportingAWS environments (EC2, storage, basic networking).
• Strong experience withLinux (RHEL) andWindows Server troubleshooting.
• Experience supportingJava‑based applications in production environments.
• Experience withApache Tomcat (deployments, configuration, logs).
• Experience supportingActiveMQ or similar messaging platforms.
• Hands‑on experience withELK Stack (Elasticsearch, Logstash, Kibana).
• Experience usingZabbix or similar monitoring tools.
• Experience supportingOracle and Microsoft SQL Server databases.
• Experience validating application behavior afterdatabase or OS patching.
• Strong incident handling andRCA 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/orPython for automation.
• Experience withGit / SVN is a plus.
• Experience withJira 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 spokenEnglish communication skills.
• Ability to work withglobal teams across time zones.
• Strong analytical thinking andproblem‑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.