IT Support Engineer

Job Responsibilities

• Provide day-to-day application and production support to ensure system availability and operational stability.
• Monitor production systems, applications, and interfaces to identify issues proactively.
• Investigate incidents reported by users or monitoring tools and perform root cause analysis.
• Assess the business and technical impact of system issues and recommend appropriate recovery actions or workarounds.
• Coordinate with development, infrastructure, database, and business teams to resolve incidents within agreed SLAs.
• Perform log analysis, system diagnostics, and troubleshooting to identify and resolve application defects and performance issues.
• Define, enhance, and maintain monitoring requirements, alerts, and dashboards to detect abnormalities and prevent service disruptions.
• Support system releases, deployments, change requests, and maintenance activities.
• Document incidents, resolutions, troubleshooting procedures, and knowledge base articles.
• Participate in problem management activities to identify recurring issues and implement preventive measures.
• Ensure compliance with IT operational standards, security policies, and change management procedures.

Requirements

• Diploma or Degree in Computer Science, Information Technology, Engineering, or related field.
• Minimum 2-5 years of experience in Application Support, Production Support, IT Operations, or a related role.
• Strong analytical and problem-solving skills with the ability to perform root cause analysis.
• Experience with monitoring and logging tools such as Splunk, ELK, Dynatrace, AppDynamics, Grafana, or similar.
• Knowledge of SQL and database troubleshooting.
• Familiarity with Linux/Unix and Windows environments.
• Understanding of Incident, Problem, and Change Management processes (ITIL knowledge is an advantage).
• Strong communication and stakeholder management skills.
• Ability to work independently and in a fast-paced production environment.
• Willingness to participate in after-office-hours or on-call support when required.