Engineer (Support & Operations)

Job Summary

Provide 24x7 L2 support for MS SQL, DB2, Oracle Exadata/Exacc, PostgreSQL, and MongoDBFocus on monitoring, incident triage, and SOP-based resolution of alerts and ticketsWork in rotational shifts supporting production database environments

Key Responsibilities

Monitor database alerts and ServiceNow incidents generated via monitoring tools

Perform initial triage and resolution using SOPs/runbooks 

Handle routine service requests (access, job monitoring, basic configurations)

Track backup status, availability, and job failures and take corrective actions

Assist in change execution based on inputs from L3 teams

• Follow end-to-end change management process (documentation, approvals, validation)

Escalate complex issues to L3 DBAs with proper analysis and logs

Ensure SLA adherence for incidents and service requests

Maintain accurate ticket updates, documentation, and shift handovers

Skill Requirements

Basic knowledge of: MS SQL, DB2, Oracle, PostgreSQL, MongoDB   Understanding of database monitoring, backup/recovery concepts   Experience with ServiceNow / ITSM toolsKnowledge of ITIL (Incident, Change, Problem management)  

Other Requirements

2–5 years in database / production support (L2 preferred)Experience in 24x7 support environment