Description
The role supports the stability and availability of a production environment through continuous monitoring, alert handling, initial incident investigation, and standard operational activities.
Responsibilities
•Monitor application and infrastructure health using dashboards, logs, and monitoring tools to identify potential issues and service degradation
•Respond to PagerDuty alerts, perform initial investigations, identify false positives, and escalate issues according to established procedures
•Perform initial incident triage, collect technical information, create and update incident records, and assist Tier 2 with investigations and recovery
•Process operational requests from internal teams and B2B partners, perform standard system configurations, investigate common operational issues, and execute approved technical actions following procedures and Runbooks. Escalate complex requests to Tier 2 when required
•Troubleshoot common production issues using application logs, dashboards, and diagnostic tools, escalating complex cases when necessary
•Monitor open issues, follow up on pending tasks, support production health checks, and provide clear shift handovers
•Document investigation findings, update operational procedures, identify missing Runbooks, and share knowledge with the team
•Identify recurring alerts, false positives, and monitoring gaps, and contribute to operational improvements under the guidance of senior engineers
•Provide clear technical updates, document investigation results, and coordinate with Tier 2 and other technical teams when required
Requirements
•Basic experience or foundational knowledge in Technical Support, NOC, IT Operations, or a similar technical environment
•Basic understanding of Linux operating systems and command-line operations
•Basic networking knowledge, including DNS, TCP/IP, HTTP, and HTTPS
•Basic understanding of client-server architecture, web applications, and REST APIs
•Ability to read application logs and perform initial technical troubleshooting
•Basic familiarity with monitoring and incident management concepts
•Ability to follow technical documentation, operational procedures, and Runbooks
•Basic analytical and problem-solving skills
•Ability to identify when an issue requires escalation
•Good written and verbal English communication skills
•Ability to work effectively in a team and follow established processes
•Willingness to work in a shift-based operational environment
•Motivation to learn new technologies and continuously improve technical skills
Nice to have
•Experience with Grafana, Coralogix, PagerDuty, or similar monitoring tools
•Basic knowledge of AWS or other cloud platforms
•Familiarity with Cloudflare
•Basic experience with Postman or other API testing tools
•Basic SQL knowledge
•Familiarity with Docker and Kubernetes
•Basic understanding of Python or Bash scripting
•Experience with Jira or similar ticket management systems
Conditions
•Shift-based operational environment
