India · Mid Level
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System Software Engineer
ADB Safegate is expanding and strengthening our Service organization in Hyderabad. We are looking for System Software Engineers (3–5 years) to provide support for our global customers and installed base of integrated hardware/software solutions used at airports worldwide.
ADB Safegate accelerates airport performance around efficiency, sustainability, and safety, by analyzing, recommending and delivering the right mix of intelligent operational and technical solutions and services for the tower, airfield and gate at airports across the globe.
Job Description
As a System Software Engineer in our Service department – APRON business line, you will be the first point of contact for technical support requests and system incidents. You will monitor, troubleshoot, and restore service using defined procedures, ensuring high-quality communication and timely escalation when needed. You will also contribute to documentation and continuous improvement of support practices.
Responsibilities:
Provide 24/7 technical support (ticket/phone/email) for customers across multiple regions
Perform initial troubleshooting for software, OS, and basic hardware/connectivity related issues
Monitor systems/alerts, acknowledge incidents, and execute first-level recovery actions per runbooks
Conduct log analysis and initial root cause assessment; collect evidence (logs, screenshots, configs)
Triage and prioritize incidents based on severity and customer impact; ensure SLA adherence
Escalate tickets with clear reproduction steps and complete technical handover information
Perform basic network checks (TCP/IP, DNS, ports, firewall basics, routing concepts)
Work with Windows and Linux environments (services, permissions, processes, patch level checks)
Maintain accurate ticket updates, shift handovers, and knowledge documentations
Experience & Qualifications
Bachelor’s degree in IT / Computer Science / Electronics (or equivalent)
3–5 years of experience in technical support, application support, system support, NOC, or similar roles
Willingness to work in 24/7 support
Strong English communication (written and verbal) for global customer interactions
Hands-on understanding of TCP/IP networking and common troubleshooting steps
Hands-on experience with Windows and Linux administration basics (services, logs, users, permissions)
Familiarity with incident management practices, structured troubleshooting, and documentation
Experience with ticketing/collaboration tools such as Jira/ServiceNow, Confluence, Git
Database basics (PostgreSQL administration)
Scripting for diagnostics/automation (Bash/PowerShell/Python)
Exposure to Docker/Kubernetes, microservices concepts, or cloud basics (Azure/AWS)
Testing/verification experience in production-like environments
ITIL Foundation (or equivalent practical experience in ITIL processes)
To be successful in this role, you are customer-focused, calm under pressure, structured, and accountable, with strong troubleshooting skills and a collaborative mindset. You take ownership of incidents, communicate clearly, and ensure effective handovers in a 24/7 environment.
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