Systems Support Engineer

Overview

Associate System Engineer role within the operations and client services function, supporting a 24×7 operational environment and providing Level 1 application and infrastructure support to clients.

What you'll do

• Support a 24×7 operational environment across rotational shifts, ensuring consistent service delivery.
• Handle Level 1 analysis, troubleshooting, and resolution of application and infrastructure incidents.
• Conduct recording reviews to assess user experience and gauge service impact.
• Collect application logs and escalate cases to the Development team with clear context.
• Deliver a premium client experience by tracking open issues, coordinating responses, and helping clients resolve problems efficiently.
• Contribute to weekly/monthly client read-outs and progress presentations.
• Identify and help drive issue/bug remediation to resolution across the client base.
• Maintain an up-to-date log of known issues and fixes, supporting consistent resolution outcomes.
• Author and maintain technical and operational procedure documentation.
• Participate in daily/weekly technical and leadership calls, keeping stakeholders informed on progress.
• Build positive, professional relationships with customers and teammates.

What you'll need

• 3-4 years of experience in proactive support and infrastructure/application monitoring.
• Familiarity with Global Command Center, Service Desk, or Frontline Monitoring operations.
• Commitment to following team, account, and client policies and procedures.
• Exposure to Application/Infrastructure Monitoring tools and solutions.
• Experience with Windows Server environments, .NET-based application support, IIS, worker processes, Web.config, and Event Logs.
• Basic understanding of networking and Azure Monitoring.
• Intermediate SQL skills, including SQL Jobs, queries, blocking scenarios, and Always On configuration.
• Experience with ITSM platforms such as ServiceNow or equivalent Service Desk tools.
• Basic knowledge of ITIL framework.
• Ability to present data clearly using Power BI, Excel pivot tables, and charts.
• Good command of written and verbal English; international support experience (US or Europe preferred).
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Strong interpersonal and communication skills, written and verbal, with a customer-first approach.

Nice to have

• Exposure to healthcare-related applications or patient care environments.
• Familiarity with Azure cloud environments.
• ITIL V3.0 Foundation certification.
• Relevant IT certification(s).

Details

• Remote, Pune-Baroda, India.
• Rotational 24×7 shifts.