We are looking for a Senior L1 Support Engineer with 3–5 years of experience to lead our first-line monitoring and incident response team. In this role, you will act as the primary escalation point within the L1 shift, manage critical ticket queues, validate Standard Operating Procedures (SOPs), and ensure the continuous availability of our infrastructure and applications.
Role Overview
We are looking for a Senior L1 Support Engineer with 3–5 years of experience to lead our first-line monitoring and incident response team. In this role, you will act as the primary escalation point within the L1 shift, manage critical ticket queues, validate Standard Operating Procedures (SOPs), and ensure the continuous availability of our infrastructure and applications.
Key Responsibilities
• Advanced Monitoring & Triage: Oversee real-time dashboards in SolarWinds, Azure Monitor, App Insights, and Elastic/Kibana to spot complex patterns or recurring alert storms.
• Incident & Queue Management: Own the ManageEngine incident queue, ensuring accurate ticket categorization, prioritization, and strict adherence to SLAs.
• SOP Maintenance: Execute complex SOP-based troubleshooting and actively update or draft new SOPs when infrastructure changes occur.
• Shift Escalations: Act as the bridge between L1 and L2/L3 engineering teams, ensuring high-priority (P1/P2) incidents are escalated with comprehensive diagnostic logs.
• Mentorship: Guide and mentor junior L1 engineers on tool usage, ticket logging etiquette, and technical troubleshooting workflows.
• Reporting: Generate daily/weekly shift handover reports, alert trend analyses, and SLA compliance metrics.
Required Skills & Qualifications
• Experience: 3–5 years of experience in a 24/7 Operations Center, or Enterprise Service Desk environment.
• Technical Proficiency:
o SolarWinds: Deep familiarity with monitoring nodes, applications, network paths, and interpreting complex alerts.
o Azure Monitor & App Insights: Ability to run basic Kusto Query Language (KQL) queries, analyze application dependency maps, and trace transaction failures.
o Elastic/Kibana: Skill in building basic search queries, filtering logs, and customizing dashboards to isolate root causes.
• ITSM & ITIL: Strong operational knowledge of ManageEngine ITSM. Solid understanding of Incident, Problem, and Change Management workflows.
• Soft Skills: Strong ownership under pressure, excellent communication skills for stakeholder updates during major incidents, and a process-oriented mindset.
• Shift Work: Flexibility to work in a 24/7 rotational shift model.
Preferred Qualifications
• ITIL v4 Foundation or Specialist certification.
• Microsoft Certified: Azure Fundamentals (AZ-900) or Azure Administrator (AZ-104).
Basic experience with automation scripting (PowerShell, Python, or Bash) to automate routine L1 health checks.