AIOps Support Engineer

BCE Global Tech Bell AIOps Program
AIOps Support Engineer
Bell AIOps Program | BCE Global Tech | Bangalore, India
Team AIOps Tier 1 Support Managed Service
----------------- ------------------------------------------------------------------
Reports To AIOps Support Lead (Manager)
Scope Today First 50 applications, scaling to ~320 applications over 2 years
Location Bangalore, India
Employment Type Full-time
About the Role
As part of Bell's AIOps program, AIOps Support Engineers perform
hands-on, manual triage of alarms and monitoring alerts across a large
and diverse application portfolio. The role starts with 50 applications
and grows to roughly 320 over two years, spanning different technology
stacks, different log aggregation tools, and different lifecycle
dispositions (Invest, Tolerate, Retire, Migrate). The focus today is
disciplined, high-quality manual triage with a clear roadmap toward more
automated, proactive detection as the underlying telemetry backbone
(built on Open Telemetry) matures. This is not an Agentic-automation
role; it is the foundational human layer that makes accurate,
standardized data and eventually automation possible.
What You'll Do
- Perform manual Tier 1 triage: monitor, detect, classify, and route
incidents based on alarm and alert signals from a range of source
applications.
- Work across a diverse toolset: interpret alerts from multiple log
aggregation and observability platforms Dynatrace, New Relic,
ManageEngine, Glass box, and others and translate them into
consistent, actionable incident data.
- Support standardized, real-time telemetry help build and maintain a
clean Open Telemetry-based data backbone, ensuring alarm and alert
data is standardized, timely, and reliable.
- Move from reactive to proactive: contribute to the shift from
reactive incident response toward proactive issue prevention by
flagging patterns, gaps, and data-quality issues in monitoring
coverage.
- Understand a complex app ecosystem: learn and track the technology
stack, architecture disposition (Invest, Tolerate, Retire, Migrate),
and ownership of each supported application.
- Engage support groups and app owners: coordinate with the correct
support group and application owner for each application to resolve
or escalate incidents quickly.
- Support a growing, moving target: adapt as new applications are
onboarded the portfolio will grow from 50 to approximately 320
applications over two years.
- Practice data stewardship: flag inconsistent, noisy, or low-quality
alert data and help drive it toward a clean, standardized state.
Key Technical Competencies
- Application & Production Support (L1/L1.5)
- Incident, Problem & Change Management (ITIL)
- Application, Middleware & Database Log Analysis
- Monitoring & Observability (Dynatrace, New Relic, AWS CloudWatch,
and similar tools)
- OpenTelemetry & Distributed Tracing (working knowledge)
- Proactive Alert Monitoring & Outage Prevention
- Linux & Windows OS Troubleshooting
- Basic Networking (TCP/IP, DNS, HTTP/HTTPS, SSL, Load Balancers)
- SQL & Database Query Analysis
- API & Integration Troubleshooting
- Hybrid Environment Support (On-Premises + Cloud)
- ServiceNow / Jira Ticket Management
What We're Looking For
- Experience: 2–5 years in application or production support
(L1/L1.5), preferably supporting hybrid on-premises and cloud
environments.
- Willingness to do manual, hands-on triage: comfortable with the
detail work of alert monitoring and classification, especially in
the early stages of the program before automation scales.
- Adaptability: able to work across a complex, changing application
ecosystem different technology stacks, different log aggregation
tools, and different architecture placements.
- Customer-centric mindset: focused on service stability, operational
excellence, and continuous improvement.
- Clear, fast communication: able to interpret alert data with speed
and clarity and turn it into actionable next steps for support
groups and application owners.
- Growth orientation: interested in developing toward more proactive,
automation-supported monitoring as the program matures.
Must-Have Skills
- Understanding of the Incident Management Lifecycle, and Problem,
Change Request, and Service Request concepts (ITIL)
- Basic CMDB concepts
- Hands-on experience working with log aggregation technologies
(Dynatrace, New Relic, ManageEngine, Glassbox, or similar)
- Working knowledge of JSON and XML, and basic file/task automation
- Knowledge of IT infrastructure and basic networking: VMs, firewalls,
load balancers, containers, OpenShift (OCP), Kubernetes
- Unix Shell scripting and Windows batch file creation
- Basic knowledge of cloud concepts, storage, and security
- Basic understanding of TLS, SSL, tokens, and secret management
- Familiarity with API gateways and API toolkits (Postman, SOAP UI, or
similar)
- Ability to support outage response and work effectively with
cross-functional teams
- Ability to contribute to Root Cause Analyses (RCAs) and
knowledge/runbook creation
- Basic understanding of SLA/SLO concepts, reporting, and availability
calculation
- Basic understanding of data concepts: data latency, data
fragmentation, data lineage, and data marts
Nice-to-Have Skills
- Familiarity with AI concepts such as prompt engineering, knowledge
graphs, and Retrieval-Augmented Generation (RAG)
- Exposure to public cloud platforms (AWS, Azure, or GCP)
- Scripting or automation experience beyond basic file automation
(e.g., Python)