Overview
Would you like to help enrich the lives of learners around the world
RM India (RM Education Solutions India Private Limited) is the India Delivery Center for UK based RM Plc. A leading supplier of technology and resources to the education sector, RM India helps deliver great education products and services that help teachers to teach and learners to learn. Our mission is to achieve growth by improving life chances of people. At RM India, we are driven by the potential of our business to touch lives and shape the future.
At RM, we've been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 20 million students and improving educational outcomes worldwide.
What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, governments, and professional organisations globally to make learning more accessible, more engaging, and more impactful.
RM operates through three divisions: Assessment (digital assessment and marking solutions), Technology (managed services, hardware, and software for schools), and TTS (educational resources).
Visit us here to find out more: www.rmindia.co.in
We encourage early applications as the vacancy may close once the position has been filled or final interviews have been arranged.
Responsibilities
The Application Support Engineer sits within the Software DevOps team in Product Development and is responsible for supporting RM's live services, including the RM SafetyNet web filtering platform. The role focuses on diagnosing and resolving complex production issues across a hybrid environment spanning Microsoft Azure and on-premise infrastructure, ensuring high availability and performance of critical systems.
As a senior escalation point (L3/L4), you will work across application, infrastructure, and network layers to investigate issues end-to-end. This includes analysing logs, tracing application behaviour, and understanding interactions between cloud services and on-premise components. The role also involves regular engagement with customers and internal stakeholders during incidents, requiring clear communication and a structured approach to problem solving.
Main Responsibilities
- Production Support and Incident Management
- Act as an escalation point for complex incidents affecting cloud and on-premise systems
- Diagnose and resolve issues across Azure services, Linux-based infrastructure, and network/proxy layers
- Perform root cause analysis and support restoration of service in a timely manner
- Customer Interaction and Communication
- Engage with customers and internal stakeholders to understand issues and provide updates
- Communicate technical findings clearly to both technical and non-technical audiences
- Support incident calls and provide structured, confident updates during high-pressure situations
- Problem Management and Continuous Improvement
- Analyse logs, metrics, and system behaviour to identify trends and recurring issues
- Contribute to improvements in monitoring, alerting, and system observability
- Support post-incident reviews and drive service and reliability improvements
- Collaboration with Software Dev and DevOps Teams
- Work closely with software development, DevOps, and customer support teams to troubleshoot cross-system issues
- Read and analyse application code to support root cause investigation
- Provide clear findings and context to support permanent fixes and system improvements
Experience
7+ yrs experience
You Will Have Proven Experience Of
- Working in a senior application support, DevOps or SRE support role
- Analysing, diagnosing and resolving complex production issues in live environments, and identifying trends to proactively prevent issues.
- Supporting applications in cloud environments
- Working in hybrid environments involving both cloud and on-premise systems
- Engaging with customers and stakeholders during incident management and complex support issue resolution
You Will Be
- Able to investigate issues across multiple system layers (application, OS, infrastructure, network)
- Comfortable reading and working through application code (e.g. C#, JavaScript or similar) to identify potential causes of issues
- Able to form hypotheses and systematically test possible causes using logs and data
- Confident communicating clearly with English-speaking customers and stakeholders, including during high-pressure incidents
- Proactive in identifying opportunities to improve system reliability and supportability
- Adaptable and willing to self-learn, train and work on technologies new to you
You Will Have
- Experience with Microsoft Azure environments
- Strong Linux system administration skills (log analysis, performance troubleshooting)
- Experience with monitoring and logging tools (e.g. Icinga, Azure Monitor, App Insights, or similar)
- Experience querying and analysing data (e.g. SQL, KQL/Kusto) and scripting (e.g Powershell)
- A solid understanding of web technologies and networking fundamentals (HTTP/S, TCP/IP, DNS)
- Experience or familiarity with proxy / traffic management technologies (e.g. Squid, LVS)
- Desirable:
- Experience with virtualisation platforms (e.g. Proxmox, VMware, Hyper-V)
- Exposure to caching technologies (e.g. Redis)
- Familiarity with containerisation (Docker/Kubernetes)
- Experience with identity platforms (Azure AD, Microsoft 365, Google Workspace)
What's in it for you
At RM My Work Blend @RM provides office-based colleagues with multi location and hybrid working options to suit them. As well as your office base, you can spend a proportion of your time working at alternative locations, and with flexibility of hours, as appropriate to the role. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working.
As well as a competitive salary our core benefits package includes Group Health Insurance, Group Personal Accident, Group Term Life Insurance, Doctor consultation reimbursement, annually, Medical reimbursement, monthly/Qtry/Annual Rewards & Recognition program, Annual Salary Review & Bonus payouts, Children's Education Assistance Subsidy, Summer Vacation Scheme, Staff Children Engagement Programme, Knowledge Acquisition Subsidy, Transportation Subsidy, Birthday & Marriage gifts and Subsidized Technopark Club Membership. RM India also has a comprehensive Rewards & recognition program to recognize and reward employees. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.
To better reflect the society that we serve, we're committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work, we also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at [Confidential Information]
