Support Engineer 2

Design and implement automation solutions for Disaster Recovery (DR), database refresh processes, and incident management • Develop and manage Ansible AWX playbooks, workflows, and job templates • Integrate systems and tools using REST APIs and JSON-based data exchange • Automate and streamline ServiceNow workflows including Incident (INC), Service Request (SR), and Change Request (CR) processes • Develop automation scripts using Python or Shell scripting • Monitor automation jobs, analyze failures, and troubleshoot issues to ensure platform stability and reliability

Hands-on experience with Ansible AWX and RBA tools like iAutomate • Strong knowledge of ServiceNow platform and workflow automation • Good understanding of REST APIs and JSON • Experience with Python or Shell scripting • Basic SQL knowledge • Familiarity with cloud platforms, preferably Azure • Understanding of Disaster Recovery concepts and automation practices

Minimum 2 years of experience

INTERVIEW PREPARATION GUIDE — AUTOMATION ENGINEER 1. ANSIBLE AWX & AUTOMATION AWX Fundamentals Inventories & hosts Job templates Workflows Credentials management Schedules & notifications Playbook Design Roles & task structure Variables & vaults Handlers & tags Error handling (block/rescue) Idempotency RBA / iAutomate Runbook automation concepts iAutomate integration patterns Trigger-based automation 2. SERVICENOW PLATFORM ITSM Processes Incident (INC) lifecycle Service Request (SR) fulfillment Change Request (CR) types & approval Problem management Workflow & Automation Flow Designer Business Rules Script Includes Catalog Items & variables SLA definitions Integration REST API (inbound/outbound) MID Server IntegrationHub 3. REST APIs & JSON REST Concepts HTTP methods (GET / POST / PUT / PATCH / DELETE) Status codes Authentication (OAuth, API key, Bearer token) Rate limiting Pagination JSON Handling Parsing & serialization JSONPath queries Schema validation Nested structures Practical Skills Testing with curl / Postman Error handling in API calls Calling ServiceNow Table API 4. PYTHON & SHELL SCRIPTING Python for Automation requests library (API calls) subprocess module argparse & logging File I/O & JSON parsing Error handling & retries Shell Scripting Bash conditionals & loops cron jobs & scheduling Exit codes & error trapping sed, awk, grep patterns Scripting Scenarios Log parsing & alerting Health check automation DB backup & restore scripts 5. DISASTER RECOVERY & DB REFRESH DR Concepts RTO vs RPO Failover & failback Active-passive vs active-active DR runbooks & playbooks DR testing strategies Database Refresh Backup types (full, incremental, differential) Refresh workflows & sequencing Data masking in non-prod environments Pre/post-refresh validation Basic SQL for Ops SELECT, JOIN, WHERE DB status queries Index & performance basics 6. AZURE & CLOUD FUNDAMENTALS Azure Core Services VMs & scale sets Azure Storage Azure Networking (VNet, NSG) Azure Monitor & alerts Automation on Azure Azure Automation Runbooks ARM templates / Bicep basics Azure DevOps pipelines Managed Identities DR on Azure -- Azure Site Recovery (ASR) Geo-redundancy options Availability zones vs regions 7. MONITORING, TROUBLESHOOTING & INCIDENT MANAGEMENT Monitoring Practices Job failure analysis Log aggregation basics Alerting thresholds Dashboards & metrics Incident Response Triage & severity classification Root cause analysis (RCA) Post-incident review Escalation paths Troubleshooting Scenarios Playbook idempotency failures API timeout handling Failed DB refresh recovery PRIORITY TIPS [HIGH] Ansible AWX — Go deep on workflow design, credential types, and DR automation playbooks. Expect scenario Qs. [HIGH] ServiceNow — Know INC/SR/CR lifecycle cold. Be ready to explain triggering AWX from ServiceNow via REST. [HIGH] DR Automation — Prepare a concrete story: end-to-end failover or DB refresh you automated (or would automate). [MED] Python/Shell — Be ready for a live coding/scripting exercise. [MED] REST APIs & JSON — Expect hands-on API call walkthroughs. [BONUS] Azure — Knowing ASR and Azure Monitor basics will help you stand out (listed as "preferably" in JD).

1st Round : Technical Assessment 2n and 3rd round : Technical Interview 4th : HR round