System Support Engineer

Job Description

System Support Engineer - Incident Management & Service Reliability

We are looking for proactive and detail-oriented Level 1 System Support Engineers to join our dynamic IT operations team. This role plays a critical part in ensuring service reliability and prompt restoration of IT services through effective system monitoring, incident diagnosis, and timely escalation.

The ideal candidate will thrive in a fast-paced, high-availability environment, possess excellent communication and problem-solving skills, and be open to working in rotational shifts as part of a 24/7 support model.

Key Responsibilities:

• Continuously monitor system health and performance using Application Performance Monitoring (APM) tools.
• Analyze traces, logs, and metrics to triage incidents within the Level 1 support scope.
• Respond to tickets, calls, and emails from internal users to quickly restore failed services.
• Follow the Incident Management Lifecycle, including ticket logging, prioritization, escalation, and resolution tracking.
• Escalate unresolved incidents to appropriate resolver groups in a timely and structured manner.
• Ensure all incidents and service requests are addressed and resolved within the agreed Service Level Agreements (SLAs).

Job Specifications:

• Bachelor's degree in Information Technology, Computer Science, or a related discipline recognized by the University Grants Commission.
• Minimum of 2 years of experience in a technical support or incident management role within a professional IT environment.
• Sound understanding of incident management principles, operational processes, and best practices.
• Basic knowledge of IT infrastructure, including servers, networks, and system operations.
• Hands-on familiarity with Application Performance Monitoring (APM) tools such as Datadog is an advantage.
• Experience with IT Service Management (ITSM) platforms for ticketing, logging, and service tracking is preferred.