Remote Pune-Baroda, India, India
Remote only
We are looking for a motivated Sr 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
• 5+ 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.