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.
