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
  • Monitor Azure CloudWatch metrics for cloud-hosted ADB SAFEGATE platform components; flag threshold breaches to the SaaS Platform Operations team

   

  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
  • Support active incidents by executing technical actions while the Customer Success Associate manages the customer communication thread

   

  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
  • Identify recurring alert patterns and propose monitoring threshold optimisations to the IT Systems Engineer

   

  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
  • .Implement and maintain Azure Security Center alerts and Application Insights performance monitoring

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.
• Integrity, transparency, and a customer-first mindset

Preferred Qualifications

• ITIL Practitioner or Expert certification
• Experience with Atlassian tools (Jira Service Management, Confluence, Jira Insight)
• Experience in aviation, critical infrastructure, or 24x7 global operations

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
• Familiarity with airport operational systems or mission-critical environments

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