Senior Support Engineer

Infinite Computer Solutions Ltd. -
Bengaluru, Karnataka

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Job details

6 hours ago

Qualifications

Knowledge management
TCP
ITIL Certification
Azure
Computer Science
Incident management
Software troubleshooting
Windows
Bash (Unix shell)
AWS
Analysis skills
Bachelor's degree
Continuous improvement
ITIL
Splunk
Scripting
DNS
Solarwinds
Problem management
Linux
Events management
TCP/IP
Log analysis
Communication skills
Python
PowerShell

Full job description

ob Description – L2 Enterprise Monitoring Engineer

Role Overview

The L2 Enterprise Monitoring Engineer is responsible for advanced monitoring, incident analysis, and troubleshooting across infrastructure, applications, and network layers. This role acts as the primary resolver group for monitoring-triggered incidents and plays a key role in reducing alert noise, improving monitoring effectiveness, and driving faster resolution.

L2 engineers are expected to go beyond SOPs—analyze, fix, and improve.

Key Responsibilities

Advanced Monitoring & Event Analysis

Perform deep analysis of alerts generated from enterprise monitoring tools (SolarWinds, SCOM, Dynatrace, etc.)

Correlate multiple alerts/events to identify underlying issues (avoid symptom-based handling)

Fine-tune alert thresholds and suppress false positives

Identify gaps in monitoring coverage and recommend improvements

Incident Troubleshooting & Resolution

Take ownership of P2/P3 incidents and support P1 (Major Incidents)

Perform detailed troubleshooting across:

Servers (Windows/Linux)

Network (connectivity, latency, packet loss)

Applications (availability, performance)

Execute standard fixes, workarounds, and recovery actions

Engage L3/OEM vendors when required with proper diagnostics

Major Incident Support (MIM)

Support Major Incident calls by providing technical insights and updates

Perform real-time troubleshooting and log analysis during outages

Ensure quick identification of root cause or workaround

Provide inputs for incident timelines and updates

Automation & Monitoring Optimization

Create and enhance monitoring scripts, thresholds, and alert logic

Automate repetitive tasks using scripting (PowerShell / Shell / Python – basic level)

Drive reduction in alert noise and manual effort

Contribute to continuous improvement initiatives

Knowledge Management & Documentation

Create and update Knowledge Base (KB) articles and runbooks

Document known errors and workarounds

Ensure troubleshooting steps are reusable by L1 team

Collaboration & Escalation

Act as technical escalation point for L1 team

Guide L1 analysts on triage and handling improvements

Coordinate with cross-functional teams (Infra, App, Network, Cloud)

Ensure proper escalation to L3 with complete diagnostics

Shift & Operations

Participate in 24x7 rotational shifts (including weekends/on-call if applicable)

Ensure high-quality shift handovers with actionable insights

Required Skills & Qualifications

Technical Skills (Core Expectation)

Strong hands-on experience in:

Windows & Linux server administration

Network fundamentals (DNS, TCP/IP, routing basics)

Application monitoring concepts (APM tools like Dynatrace/AppDynamics preferred)

Strong working knowledge of monitoring tools:

SCOM / SolarWinds / Dynatrace / Nagios / Zabbix

Log analysis skills (Event Viewer, syslogs, basic Splunk/Kibana exposure preferred)

Basic scripting skills:

PowerShell / Bash / Python (any one)

Process & Frameworks

Strong understanding of ITIL:

Incident Management

Event Management

Problem Management (basic involvement)

Soft Skills (Non-Negotiable)

Strong communication—clear, structured, and confident (especially with US stakeholders)

Analytical thinking (must move beyond checklist-based work)

Ownership mindset—drives issues to closure

Ability to work under pressure during incidents

Experience & Education

3–5 years of experience in monitoring / infrastructure support / NOC

Bachelor’s degree in IT / Computer Science or related field

ITIL Foundation (preferred)

Relevant certifications (Azure/AWS/Monitoring tools) – good to have

Qualifications

Graduation

Range of Year Experience-Min Year

Range of Year Experience-Max Year

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