Product Support Engineer

Work with ServiceNow for:

Operational escalations,

Service requests.

Review ticket quality and ensure operational accuracy of issue classification and routing.

Improve ticket workflows between DBA teams and monitoring platform support teams.

Collaborate with internal support organizations to streamline escalation processes.

Collaborate closely with enterprise DBA teams supporting:

Oracle Database

MySQL

PostgreSQL

MongoDB

Apache Cassandra

Microsoft SQL Server

Cloud services (AWS, AZURE, GCP)

Understand operational monitoring requirements specific to each database technology.

Work with DBAs to validate alert thresholds, event correlation, and monitoring accuracy.

Serve as the operational liaison between DBAs and monitoring team developers and QE.

Identify recurring operational pain points and recommend automation opportunities.

Improve alert quality, event correlation, and monitoring reliability.

Participate in operational readiness reviews for new monitoring features.

Help define operational standards, playbooks, and escalation procedures.

Support enterprise observability initiatives involving:

Metrics,

Events,

Alerting,

Dashboards,

Health monitoring,

Incident correlation.

Work with both commercial and in-house monitoring systems.

Analyse operational telemetry to identify systemic reliability concerns.

Collaborate with engineering teams to improve CI/CD pipelines.

Implement deployment strategies (blue-green, canary, rolling updates).

Advocate for reliability-focused design patterns.

Ensure infrastructure adheres to security standards and compliance requirements.

Participate in vulnerability assessments and remediation.

Ability to detect operational anomalies early.

Strong troubleshooting instinct and pattern recognition.

Fearless Communication

Ability to speak confidently during incidents and escalations.

Comfortable engaging senior stakeholders and multiple technical teams.

Cross-Team Collaboration

Ability to coordinate effectively across DBA teams, support organizations, and development groups.

Calmness Under Pressure

Structured decision-making during high-severity incidents.

Ownership Mindset

Drives issues to closure rather than relying solely on assigned ownership boundaries.

Investigative Curiosity

Continuously analyses why operational failures occur and how they can be prevented.