IT Infrastructure Monitoring & Support Engineer

Responsibilities

• Monitor alerts across tools and take appropriate action, e.g., node restarts and false positive filtering.
• Respond to and resolve incidents within SLA timelines.
• Manage ticket lifecycle, reassignment, resolution, and closure.
• Perform basic Windows server checks, failover services, and utilization monitoring.
• Assist with user group management via AD and Exchange.
• Maintain updated SOPs, trackers, and incident documentation.
• Communicate critical incidents (P1, P2) clearly within timelines.
• Follow professional email and phone etiquette during escalations.
• Monitor and validate cluster/failover status where applicable.
• Support patch validation and server operational checks.

Required Skills

• Basic server administration (Windows), networking, and clustering knowledge.
• Familiarity with application monitoring and error code interpretation.