Key Responsibilities

• 24/7 Monitoring & Alerting: Proactively monitor system performance and availability across various infrastructure domains using enterprise monitoring tools.

• Incident Management: Provide Level 1 support by performing initial triage, troubleshooting, and escalation of incidents to appropriate Level 2 or development teams, following ITIL best practices.

• Basic Automation: Use Shell scripting (Bash/PowerShell) to automate routine tasks and checks, improving response times and reducing manual effort.

• Database Queries: Write basic SQL queries to investigate data-related issues and generate reports.

• Ticket Management: Log, track, and update all incidents and service requests accurately using ServiceNow & JIRA.

• Reporting: Assist in generating daily reports on system performance, capacity, and incident trends.

• Collaboration: Work closely with cross-functional teams including DevOps, Network, and Development to resolve complex issues and implement fixes.

• Documentation: Create and maintain knowledge base articles and runbooks for common issues to improve team efficiency.

• Shift Work: Demonstrate a willingness to work in a 24/7 shift environment, including nights and weekends, to ensure continuous coverage.

Required Skills & Qualifications

• 6 months to 1 year of experience in a technical support, NOC, or similar role.

• Foundational knowledge of operating systems: Windows and Linux.

• Basic automation and scripting skills in Shell (Bash) for Linux and/or PowerShell for Windows.

• Ability to write basic to intermediate SQL queries for data investigation.

• Strong problem-solving and analytical skills with a keen attention to detail.

• Excellent communication skills, with the ability to clearly document and explain technical issues to both technical and non-techn stakeholders.

• A calm and professional demeanor under pressure.

• Must be willing and able to work in a 24/7 shift-based environment.

Nice to Have (Training Provided)

• Familiarity with fundamental IT concepts: network basics (TCP/IP, DNS, HTTP), virtualisation (VMware), and IT operations.

• Understanding of ITILv4 foundations, particularly the Incident, Problem, and Change Management processes.

• Direct hands-on experience with ServiceNow or JIRA for ticket management.

• Previous exposure to server monitoring tools.

• Formal certification or training in ITILv4 Foundations.