Associate Systems Support Engineer

Overview

Join the IT operations team as an Associate Systems Support Engineer responsible for monitoring and maintaining critical systems, applications, and infrastructure. The role provides L1 and L2 support while ensuring system uptime, availability, and compliance with service level agreements (SLAs).

What you'll do

• Monitor the performance and availability of applications and infrastructure using AppDynamics (AppD), LogicMonitor, and Azure Monitor.
• Conduct regular health checks and performance tuning of SQL databases.
• Oversee the functionality and performance of Windows servers and IIS, applying necessary configurations and updates.
• Monitor interface subsystems to ensure seamless data flow and connectivity between systems.
• Provide first-level support for system incidents, diagnose issues, and escalate problems to higher-level engineering teams when necessary.
• Maintain documentation related to system configurations, procedures, and incident responses.
• Participate in root cause analysis (RCA) for incidents to prevent future occurrences and improve system reliability.
• Collaborate with cross-functional teams to implement system upgrades, patches, and configurations while minimizing downtime.
• Ensure 24/7 uptime of critical systems and respond quickly to alerts and incidents to meet predefined SLAs.
• Stay updated with industry trends and best practices to recommend improvements to monitoring processes and tools.

What you'll need

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 1-3 years of experience in a systems monitoring and support role.
• Familiarity with application performance monitoring tools such as AppDynamics, LogicMonitor, and Azure Monitor.
• Basic knowledge of SQL databases, including monitoring and troubleshooting techniques.
• Understanding of Windows Server administration and IIS management.
• Experience with monitoring server uptime, performance metrics, and alert management.
• Proficient in troubleshooting system issues and performing root cause analysis.
• Strong analytical skills and attention to detail to ensure high-quality service delivery.
• Excellent written and verbal communication skills, with the ability to work collaboratively in a team environment.
• Availability to work in a 24x7 environment with 9 Hours or 12 Hours shifts, including evenings, weekends, and on-call rotations as required.

Nice to have

• Understanding of monitoring tools like AppDynamics and LogicMonitor.
• Understanding of healthcare application is an added advantage.
• Knowledge of ITIL best practices and frameworks.

Details

• Location: Pune-Baroda, India.
• Remote role.
• Work in a 24x7 environment with 9 Hours or 12 Hours shifts.
• Evening and weekend work may be required.
• On-call rotations may be required.