Monitoring and Support Engineer

• Ensure that all incidents are handled within SLAs.
• Initial troubleshooting of Infrastructure incidents.
• Ensure maximum network & service availability through proactive monitoring.
• Ensure all the incident and alert tickets contain detailed technical information.
• Initial troubleshooting of Infrastructure incidents, restoration of services and escalation to level 3 experts if necessary.
• Participate in Problem management processes.
• Ensure that all incidents and critical alerts are documented and escalated if necessary.
• Ensure effective communication to customers about incidents and outages.
• Identify opportunities for process improvement and efficiency enhancements.
• Participate in documentation creation to reduce BAU support activities by ensuring that the Service Desks have adequate knowledge articles to close support tickets as level 1.
• Participate in reporting on monitored data and incidents on company infrastructure.
• Implement best practices and lessons learned from initiatives and projects to optimize future outcomes.

• Bachelor's degree in a relevant technical field or equivalent experience.
• Understanding of IT Infrastructure technologies, standards and trends.
• Technical background with 3+ years' experience in IT operations role delivering IT infrastructure support, monitoring and incident management.
• Technical knowledge of the Microsoft Stack, Windows networking, Active Directory, Exchange
• Technical knowledge of Network, Storage and Server equipment, virtualization and production setups
• Exceptional communication and presentation skills, with the ability to articulate technical concepts to non-technical audiences.
• Strong analytical and problem-solving skills.
• Strong customer service orientation.

• Great Place to Work certified for 4 consecutive years
• Flexible work arrangement
• Global exposure

Keywords Studios