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Technical System Support Engineer

ADB Safegate -
Hyderabad, Telangana

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Job details

Permanent
5 days ago

Qualifications

Jira
ITIL Certification
Azure
Oracle
Computer Science
UNIX
English
Technical support
Master's degree
SQL
Bachelor's degree
Confluence
Scripting
ISO 27002
ServiceNow
ISO 27001
B.E.
Linux
Log analysis

Full job description

Contract Type: Permanent

Job Location: Hyderabad - India

Technical System Support Engineer – 24/7 Service Desk, ADB SAFEGATE Labs India

Company: ADB SAFEGATE Labs India

Location: Hyderabad

Experience: 3+ years in Service / operation desk support engineer or equivalent

Type: Full-time | Immediate Start

Who Are We?
ADB SAFEGATE is the global leader in airside solutions, supporting operations at more than 3,000 airports through a network of 40 offices worldwide .

We are establishing ADB SAFEGATE LABS in Hyderabad , our newest extension of global engineering capabilities. The Labs focus on building and evolving digital platforms, data-driven services, and AI-enabled solutions that support airport operations across Airfield, Apron, Tower, and Weather domains.

As part of a globally distributed engineering organisation, the Hyderabad Labs work closely with teams across Europe, the Americas, and Asia, contributing directly to solutions deployed at airports worldwide.

THE OPPORTUNITY

Be part of our 24x7 global Service Desk team delivering world-class support to airport customers globally.

The 24x7 Technical System Support Engineer operates as part of the 24x7 Global Service team, acting as the first point of contact for internal and external customers (International airports and third parties), providing 1st Level support for the products and services offered by ADB SAFEGATE.

You will be empowered to take ownership of your shift, being accountable for Incident Management when on duty. You will monitor demand and identify trends (where applicable), managing them to completion within SLA, and escalating where necessary. You will raise support tickets, capturing the key details and priority of the reported issue and resolving where possible

WHAT YOU'LL DO

Platform monitoring & alerting

Own Azure SaaS platform monitoring: Azure Monitor, Prometheus, Log Analytics — real-time metrics, logs, traces, and events across all customer environments
Configure Azure Log Analytics retention: 90-day operational logs and 1-year audit logs per compliance requirements
Ensure all Azure SaaS resources are tagged and documented in the CMDB via automated pipeline tagging
Produce the monthly 99.99% uptime report for specific airport customers and other SaaS customers
Service team support and alert handling
- React to every alert within 5 minutes: assess severity, identify affected environment and component, follow the documented runbook before taking any action
- Raise a Jira incident for any alert not resolved within a runbook; escalate immediately to the shift lead for anything affecting live airport operations
Technical health checks
- Perform scheduled UNIX/Linux health checks on remote airport systems: log rotation, process availability, disk usage, service uptime
- Execute Oracle SQL queries to validate data integrity and detect anomalies on airport application databases
- Carry out planned maintenance tasks on remote systems during scheduled windows following the Change Management process
Quality & runbook ownership
- Log the outcome of every alert response in Jira — including no-action alerts — to enable noise reduction tracking
- Raise Problem tickets when any alert fires more than twice without a permanent fix in place
- Own and maintain the Confluence runbook library: document new alert types, update resolution steps, mark obsolete runbooks for review
Security & compliance
- Own security incident response: triage CVEs from vulnerability scans, coordinate remediation with DevOps Platform Team, conduct quarterly access and privilege audits
- Produce quarterly ISO 27001 and SOC 2 Type II compliance evidence packs in collaboration with the IT Systems Engineer

We’re Looking for Someone With:

3+ years in infrastructure operations, NOC, or technical support
Strong UNIX/Linux skills: log analysis, process and service management, cron jobs, basic scripting
Hands-on experience with a monitoring platform: Zabbix, Prometheus, Azure Monitor or equivalent.
Oracle SQL proficiency — data validation and anomaly detection in production databases
Methodical, high-disciplined working style — NOC watch demands consistent alertness across a full 12-hour shift
Ability to work independently overnight with sound escalation judgement
Clear written English for complete, accurate Jira ticket and runbook documentation
Strong organization, planning, estimation skills; ability to multi-task and monitor others’ activities.
High attention to detail; strong comprehension and lateral thinking.

Preferred Qualifications

ITIL Practitioner or Expert certification
Experience with Atlassian tools (Jira Service Management, Confluence, Jira Insight)

Education:

B.Tech/B.E. in Computer Science, IT, Electronics, or related field
M.Tech/MS is a plus
Equivalent experience with strong technical foundation considered
ServiceNow or similar ITSM platform experience

Why Join ADB SAFEGATE Labs India?

Build from the ground up: Be part of the founding team at our ADB Safegate Labs India —shape processes, culture, and service excellence standards
Global impact & exposure: Join a 1,500+ employee organization with presence in 40 countries; work on solutions deployed at 3,000+ airports worldwide
Collaborative culture: Work in a flexible, innovation-driven environment that values technical excellence and continuous improvement
Complex challenges: Support sophisticated airside systems combining IoT, real-time control, cloud platforms, and critical infrastructure
Competitive package: Industry-leading compensation, benefits, and professional development opportunities

ADB SAFEGATE is an equal opportunity employer. ADB SAFEGATE does not discriminate against any employee or applicant for employment because of characteristics protected by law, including but not limited to, race, color, age, creed, religion, national origin, ancestry, sex, sexual orientation, marital status, veteran status, or disability. If you need assistance or reasonable accommodation in completing this application or during the interview, please contact our Human Resources Department.

Req Id: 1432

Apply Now

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