Job Description

We are seeking a dedicated and detail-oriented Systems Support Engineer to join our IT operations team. The successful candidate will be responsible for monitoring and maintaining the performance of critical systems, ensuring the uptime and availability of applications and infrastructure. This role involves working with monitoring tools such as AppDynamics (AppD), LogicMonitor, and Azure Monitor, as well as monitoring SQL databases, Windows servers, and Internet Information Services (IIS). The Systems Support Engineer will provide L1 and L2 support while ensuring compliance with service level agreements (SLAs).

Key Responsibilities:

• Monitor the performance and availability of applications and infrastructure using tools such as AppDynamics, LogicMonitor, and Azure Monitor.
• Conduct regular health checks and performance tuning of SQL databases to ensure optimal operation.
• Oversee the functionality and performance of Windows servers and IIS, applying necessary configurations and updates as needed.
• Monitor interface subsystems to ensure seamless data flow and connectivity between systems.
• Provide first-level support for system incidents, diagnosing issues and escalating 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, responding 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.

Key Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 2-4 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.
• Basic understanding of networking concepts and troubleshooting common technical issues.
• 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 communication skills, both written and verbal, with the ability to work collaboratively in a team environment.
• Availability to work in a 24x7 environment (9 Hours or 12 Hours shift), including evenings, weekends, and on-call rotations as required.

Preferred Qualifications:

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