Software Engineer - DevSecOps

Software Engineer - DevSecOps

Unlock your potential with Dassault Systèmes, a global leader in scientific software engineering, as a Software Engineer - DevSecOps in Pune, India.
Within R&D DevSecOps, the Continuous Delivery team provides an internal development environment that enables Dassault Systèmes teams to build and deliver SaaS cloud solutions and AI-Powered Virtual Twin Experiences. We are seeking motivated engineers who combine strong technical fundamentals with a customer-success mindset, excel at resolving user issues within strict timelines, and can operate independently in a business-day extended hours dual-shift support model.

Role Description & Responsibilities

• In this role, you will serve as the primary point of contact for internal Dassault Systèmes employees using our Continuous Delivery Development Environment. You will help restore developer productivity quickly through effective triage, troubleshooting, collaboration, and knowledge sharing.

• Provide timely support to internal users via email, chat, and our internal ticketing system, addressing issues across the SDLC and CI/CD pipeline lifecycle.

• Diagnose and resolve user issues, including login/access problems, AI Coding assistant, environment provisioning, build failures, deployment errors, performance concerns, data issues, and tool configuration problems.

• Perform triage and resolution of known issues using established rule-sets, knowledge base articles, and standard operating procedures.

• Meet strict performance expectations for first response time, resolution time, ticket closure rate, and customer satisfaction (CSAT).

• Conduct thorough root cause analysis (RCA) for recurring or complex incidents and document findings clearly and comprehensively.

• Create and maintain high-quality knowledge base documentation for every known issue and RCA, using Generative AI, media-wiki, Mermaid diagrams / flowcharts, and ER diagrams as and when needed.

• Execute formal shift handover at the end of each shift, ensuring continuity for open issues and proper escalation of unresolved items.

• Escalate unresolved or critical issues to the next shift by raising a high-management alert with complete context and status updates.

• Escalate issues unresolved by 22:30 through same-day high-management alert and formal handover to the next business day morning shift.

• Collaborate with L2 teams like DevOps, Generative AI, Cyber-security, QA, and infrastructure teams to investigate and resolve complex issues — this is a core part of the role.

• Work independently during assigned shifts with minimal dependency on other team members, while remaining available for backup coverage as and when required.

• Actively participate in knowledge sharing within the support team to improve resolution speed and reduce repeat incidents.

• Work Model
  This is a full-time role providing business-day extended hours support through two rotational shifts, Monday to Friday: 

  Shift	Timings (IST)
  Morning	6:30 - 15:00
  Afternoon	14:00 - 22:30

   

• Shifts include 1 hour of overlap (14:00 – 15:00) for collaboration and handover, with 7 hours 30 minutes of independent work per shift.

• Shifts rotate monthly, effective on the first Monday of each month.

• Weekly off: Saturday and Sunday (fixed).

• Support remains active on public holidays falling on Monday through Friday.

• Ability to work independently is mandatory.