Incident Monitoring Engineer

Position Application Support Engineer

Location anywhere in US (Remote)

Primary Responsibilities

• Event Monitoring: Monitor event alerts, notify the concerned team, and process requests from end users for escalation to level 2 and level 3 support engineers.
• Database Monitoring: Keep track of the availability of database events, such as DB availability, instance availability, and space availability of disk drives and file systems. This includes hands-on experience with AWS RDS SQL scripting.
• Log Monitoring: Monitor DB alert logs, transaction logs, and backup logs to ensure system stability and performance.
• Request Acknowledgement: Acknowledge and process requests for DB stop/start, user creation, granting specific data access to users, and generating data reports.

Escalation Procedure

If an incident cannot be resolved by the L1 Support Engineer, it is escalated to L2 support. The L1 Support Engineer is responsible for ensuring that all necessary information is accurately logged and communicated to facilitate a smooth handover.

Skills and Experience Required

• Experience: 5-7 years in application support
• Require US-based resource and ship or .
• Experience in a service desk environment handling ticket logging through channels like phone, web, email, and text.
• Proficiency in monitoring database events and space availability of disk drives and file systems.
• Hands-on experience with AWS RDS SQL scripting.
• Ability to monitor and analyze DB alert logs, transaction logs, and backup logs.
• Strong communication skills for effective customer interactions and request acknowledgements.