Job Responsibilities

• Monitoring and Incident Detection:
• Continuously monitor applications using Dynatrace. 
• Respond to alerts and incidents as they arise, ensuring quick detection and resolution of issues.
• Escalate issues to L2 or L3 engineers as necessary, following established protocols.
• Initial Troubleshooting:
• Perform troubleshooting on application and system issues, including connectivity problems, hardware failures, and application errors.
• Use remote tools to access and troubleshoot application and servers
• Document all incidents, troubleshooting steps, and resolutions in the incident management system.
• Incident Management:
• Categorize and prioritize incidents based on severity and impact.
• Ensure timely communication with affected stakeholders and provide updates until the issue is resolved.
• Follow up on escalated issues to ensure they are being addressed promptly by higher-level support teams.
• Application and System Maintenance:
• Assist in routine application and system maintenance tasks, including applying patches, updates, and configuration changes.
• Support in performing health checks on applications, servers, and critical services to ensure optimal performance.
• Documentation and Reporting:
• Maintain accurate and up-to-date documentation of the application topology, configurations, and standard operating procedures (SOPs).
• Generate daily, weekly, and monthly reports on application performance, incidents, and other key metrics.
• Collaboration and Communication:
• Collaborate with L2 and L3 engineers, as well as other IT teams, to resolve complex issues and improve application reliability.
• Participate in team meetings to discuss ongoing issues, share knowledge, and contribute to continuous improvement initiatives.
• Shift Work and On-Call Support:
• Be willing to work in a 24/7 shift environment, providing round-the-clock support as part of the NOC team.
• Participate in on-call rotations to ensure coverage during off-hours and weekends.