IT Operations Engineer

Position : Operations Engineer (Shift Based)

Experience :

• 2 to 5 years of experience in IT Operations / Production Support

Role Summary :

• Responsible for 247 system monitoring and first-level (L1) incident handling to ensure smooth IT operations and quick issue resolution

Key Responsibilities :

• Monitor systems, applications, and infrastructure using monitoring tools (alerts/logs)
• Perform initial triage and diagnosis of incidents
• Escalate issues to L2/L3 teams as per defined procedures
• Maintain and update incident logs, tickets, and documentation
• Ensure adherence to SLAs and response timelines
• Support shift-based operations (247 environment)
• Follow standard operating procedures and incident management processes

Required Skills :

• Experience with monitoring tools (any enterprise monitoring platform)
• Basic knowledge of troubleshooting and incident handling
• Understanding of ITIL processes (Incident, Problem, Change Management)
• Good communication skills for coordination and escalation

Preferred Skills (Good to Have) :

• Familiarity with ticketing tools (ServiceNow, Jira, etc.)
• Basic knowledge of Windows/Linux environments
• Exposure to network basics and cloud environments
• Experience in production support environments

Soft Skills :

• Strong attention to detail and quick response ability
• Good analytical and problem-solving skills
• Ability to work in rotational shifts / night shifts
• Team player with a proactive mindset