Job Description

We are looking for a motivated Sr System Engineer from within our team to step into a client-facing, operationally critical role. If you have a solid foundation in application support, infrastructure monitoring, and thrive in a fast-paced 24×7 environment, we want to hear from you.

What You Will Do

• Support a 24×7 operational environment across rotational shifts, ensuring continuous service availability.

• Own Level 2 analysis, troubleshooting, and resolution of application and infrastructure incidents.

• Conduct recording reviews to evaluate user experience and measure service impact.

• Collect and analyse application logs; escalate complex cases to the Development team with clear documentation.

• Serve as a trusted point of contact for clients — tracking open issues, driving resolutions, and delivering an exceptional service experience.

• Prepare and deliver weekly/monthly client read-outs and progress presentations.

• Identify, qualify, and drive issue/bug remediation to closure across the client base.

• Maintain a living record of known issues and fixes, ensuring consistent resolution across all clients.

• Investigate complex application and database performance issues and lead them through to resolution.

• Convert recurring known issues into proactive alerts and collaborate with operations teams to build sustainable workflows.

• Author and maintain clear technical and operational procedure documentation.

• Participate in daily/weekly technical and leadership calls, providing timely progress updates.

• Build strong, collaborative relationships with customers and internal team members.

• Provide technical guidance to customers, helping strengthen their skills and confidence.

What We Are Looking For

• 5+ years of experience in proactive support and infrastructure/application monitoring.

• Familiarity with Global Command Center, Service Desk, or Frontline Monitoring operations.

• Demonstrated ability to uphold team, account, and client policies and procedures.

• Hands-on experience with Application/Infrastructure Monitoring tools and solutions.

• Solid experience with Windows Server environments, .NET-based application support, IIS, worker processes, Web.config, and Event Logs.

• Foundational knowledge 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 understanding of ITIL framework (V3.0 Foundation certification is an advantage).

• Ability to create clear, visually compelling data reports using Power BI, Excel pivot tables, and charts.

• Strong command of written and verbal English; international support experience (US or Europe preferred).

Nice to Have

• Exposure to healthcare-related applications or patient care environments.

• Practical experience with Azure cloud environments.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• Relevant IT certification(s) are a plus.

• Excellent interpersonal and communication skills — written and verbal — with a customer-first mindset.