Job Description

Roles & Responsibilities

Responsibilities:

• System Monitoring
  Actively monitor applications, servers, and network using dashboards and alerts; identify anomalies and take immediate action or escalate when thresholds are breached.
• Incident Management
  Own incidents from detection to closure: validate alerts, classify severity, perform initial troubleshooting, apply fixes when possible, and escalate with proper details.
• Troubleshooting & Support
  Perform first-level diagnosis using logs, metrics, and system checks; restart services, verify dependencies, and support L2 teams with accurate findings.
• Communication & Reporting
  Provide clear incident updates to stakeholders, log all actions in the ticketing system, and ensure proper documentation and shift handover notes.
• Service Availability
  Track system uptime and performance; proactively act on alerts to prevent outages and ensure SLA targets are met.
• Change & Deployment Support
  Monitor systems during releases, validate service health post-deployment, and report or escalate any issues observed during change windows.
• Shift Operations
  Work in assigned shifts (24/7), respond to alerts within SLA, and ensure smooth handover with complete status and pending actions.

Desired Candidate Profile

Education
Bachelor s degree in Computer Science, IT, Electronics, or related field

• Experience
  1 3 years in NOC / SOC / IT Operations with hands-on incident handling in production environments (24/7 support experience required)
• Networking Knowledge
  Practical understanding of TCP/IP, DNS, HTTP/HTTPS, VPN (evidenced by troubleshooting or support roles)
• Systems Administration
  Hands-on experience with Linux and/or Windows Server (service checks, logs, basic commands, system health)
• Monitoring Tools Experience
  Proven use of monitoring/logging tools (e.g., Elastic Stack, Kibana, Zabbix, Grafana) for alerting and issue investigation
• Log & Metrics Analysis
  Demonstrated ability to analyze logs and system metrics to detect issues and support root cause analysis
• Incident Management
  Experience following structured incident management and escalation processes (ticketing systems, SLAs, severity handling)