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.