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