Technical Services Engineer
1 month ago
Job Description: As an L1 Monitoring Specialist, you will be responsible for monitoring the performance, availability, and reliability of various applications within the organization. You will work closely with the IT team to ensure that all infra and applications are running smoothly and any issues or incidents are identified and resolved in a timely manner. Your primary goal will be to ensure that the infra and applications meet the defined service level agreements (SLAs) and deliver a seamless user experience. Responsibilities: Monitor infra and application performance using various monitoring tools and systems to ensure optimal performance and availability. Respond to monitoring s and notifications to identify and resolve infra and application-related issues.Perform initial triage and troubleshooting of infra and application incidents and escalate complex issues to higher-level support teams.Collaborate with cross-functional teams to investigate and resolve infra and application-related problems, such as performance bottlenecks or system errors.Document and track all incidents, issues, and resolutions using appropriate ticketing or incident management systems.Perform routine checks and health assessments of applications to proactively identify potential problems and take necessary actions.Execute predefined monitoring and maintenance tasks, such as log analysis, services restarts, or database cleanups.Maintain a comprehensive knowledge base of known issues, troubleshooting steps, and best practices for monitoring and management.Contribute to the improvement of monitoring processes and tools by providing feedback and suggestions for enhancements.For approved requests, performing the installation of the software on the End User Device using remote sessions and configuring the software on the End User Device in accordance with agreed Standard Operating Procedures (SOPs). Also, confirming with the End User that the software installed is functioning appropriately. Clean-up of old versions of the approved freeware applications, by making a request to End Users to upgrade to the latest or recent versionsRequirements:Bachelors degree in computer science, information technology, or a related field (or equivalent experience).Proven experience in application monitoring, preferably in a large-scale enterprise environment.Strong knowledge of application monitoring tools such as Zabbix,Nagios, New Relic, or Dynatrace.Familiarity with application performance monitoring (APM) concepts and techniques.Solid understanding of web technologies, databases, and network protocols.Proficiency in scripting languages like Python or PowerShellExcellent analytical and problem-solving skills with a keen attention to detail.Ability to work in a fast-paced environment and prioritize multiple tasks effectively.Strong communication skills, both verbal and written, with the ability to collaborate effectively with cross-functional teams.Knowledge of ITIL or other IT service management frameworks is a plus.
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