We are seeking a proactive L1 Support Engineer to monitor, triage, and troubleshoot our infrastructure and application ecosystem. You will be the first line of defense, utilizing standard operating procedures (SOPs) to resolve alerts and manage incidents across SolarWinds, Azure, and Elastic ecosystems.

Key Responsibilities

• Proactive Monitoring: Monitor real-time dashboards across SolarWinds, Azure Monitor, App Insights, and Elastic/Kibana.
• Alert Triage: Identify, validate, and categorize infrastructure and application alerts.
• SOP Troubleshooting: Execute step-by-step Standard Operating Procedures (SOPs) to resolve known issues.
• Incident Management: Log, track, and update tickets within the ManageEngine ITSM platform.
• Escalation Management: Escalate unresolved complex issues swiftly to L2/L3 teams with detailed diagnostic data.
• Health Checks: Perform routine daily infrastructure and application he...