Technology Support Engineer

Project Role : Technology Support Engineer
Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.
Must have skills : Dynatrace APM
Good to have skills : Splunk, Datadog
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
Act as a senior Dynatrace technical SME and Observability Engineering Lead responsible for designing, developing, implementing, and governing enterprise-scale observability solutions across applications, infrastructure, cloud, SRE, DevOps, and platform teams. Drive modernization, automation, AIOps, reliability, performance, and production-stability initiatives using Dynatrace, DQL, Grail, OpenPipeline, APIs, automation, and Configuration as Code.

Roles & Responsibilities:

1. Lead Dynatrace observability strategy, architecture, standards, and onboarding patterns across applications, platforms, and accounts.
2. Design and implement cross-application and platform-level observability solutions using Dynatrace, DQL, Grail, OpenPipeline, OpenTelemetry, APIs, and automation.
3. Develop reusable DQL queries, dashboards, SLOs, alerting patterns, workflows, integrations, and engineering templates.
4. Own Dynatrace integration with ServiceNow and other ITSM platforms, including automated incident creation, enrichment, correlation, and remediation workflows.
5. Lead complex production incident investigations, technical RCA, performance optimization, capacity planning, resilience, and production-stability initiatives.
6. Establish observability governance covering tagging, access, telemetry quality, cardinality, retention, data management, standards, reference architectures, and documentation.
Lead end-to-end implementation planning for Dynatrace onboarding, including environment readiness, deployment approach, automation strategy, validation, rollout sequencing, and handover to operations teams.

7. Define and govern OneAgent deployment strategy across Windows, Linux, Kubernetes, cloud, on-premises, and hybrid environments, ensuring alignment with customer server-management, automation, CI/CD, and infrastructure lifecycle processes.
8. Mentor engineers, conduct knowledge-sharing sessions, and provide technical guidance to development, SRE, DevOps, and platform teams.

Professional & Technical Skills:

1. Dynatrace APM / Observability Engineering Dynatrace SaaS and Platform capabilities OneAgent and ActiveGate architecture, deployment, troubleshooting, upgrades, and lifecycle management.
2. DQL, Grail, OpenPipeline, OpenTelemetry, telemetry pipelines, metrics, logs, traces, events, dashboards, SLOs, alerting, workflows, Davis AI / Dynatrace Intelligence, and problem detection tuning.
3. Dynatrace REST APIs, automation, Configuration as Code, Terraform, CI/CD integrations, Python, JavaScript/TypeScript, Shell, or similar scripting technologies.
4. Application performance monitoring across Java, .NET, Node.js, Python, Go, microservices, APIs, containers, Kubernetes/OpenShift, serverless, AWS, Azure, GCP, and hybrid environments.
5. ServiceNow / ITSM integrations, automated incident workflows, SRE practices, SLIs, SLOs, error budgets, reliability engineering, AIOps, GenAI / Agentic AI awareness, and analytical validation of AI-generated insights.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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