Systems Engineer

We are looking for a motivated System Engineer from within our team to step into a client-facing, operationally critical role. If you have a solid foundation in application support, infrastructure monitoring, and thrive in a fast-paced 24×7 environment, we want to hear from you.
What You Will Do

- Support a 24×7 operational environment across rotational shifts, ensuring continuous service availability.

- Own Level 2 analysis, troubleshooting, and resolution of application and infrastructure incidents.

- Conduct recording reviews to evaluate user experience and measure service impact.

- Collect and analyse application logs; escalate complex cases to the Development team with clear documentation.

- Serve as a trusted point of contact for clients — tracking open issues, driving resolutions, and delivering an exceptional service experience.

- Prepare and deliver weekly/monthly client read-outs and progress presentations.

- Identify, qualify, and drive issue/bug remediation to closure across the client base.

- Maintain a living record of known issues and fixes, ensuring consistent resolution across all clients.

- Investigate complex application and database performance issues and lead them through to resolution.

- Convert recurring known issues into proactive alerts and collaborate with operations teams to build sustainable workflows.

- Author and maintain clear technical and operational procedure documentation.

- Participate in daily/weekly technical and leadership calls, providing timely progress updates.

- Build strong, collaborative relationships with customers and internal team members.

- Provide technical guidance to customers, helping strengthen their skills and confidence.

What We Are Looking For

- 3+ years of experience in proactive support and infrastructure/application monitoring.

- Familiarity with Global Command Center, Service Desk, or Frontline Monitoring operations.

- Demonstrated ability to uphold team, account, and client policies and procedures.

- Hands-on experience with Application/Infrastructure Monitoring tools and solutions.

- Solid experience with Windows Server environments, .NET-based application support, IIS, worker processes, Web.config, and Event Logs.

- Foundational knowledge of networking and Azure Monitoring.

- Intermediate SQL skills — including SQL Jobs, queries, blocking scenarios, and Always On configuration.

- Experience with ITSM platforms such as ServiceNow or equivalent Service Desk tools.

- Basic understanding of ITIL framework (V3.0 Foundation certification is an advantage).

- Ability to create clear, visually compelling data reports using Power BI, Excel pivot tables, and charts.

- Strong command of written and verbal English; international support experience (US or Europe preferred).

Nice to Have

- Exposure to healthcare-related applications or patient care environments.

- Practical experience with Azure cloud environments.

Qualifications

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- Relevant IT certification(s) are a plus.

- Excellent interpersonal and communication skills — written and verbal — with a customer-first mindset.

Originally posted on Himalayas