Operations Support Engineer (Linux)

Job description

• Monitor live service health dashboards (Grafana, Nagios, SolarWinds) across all assigned services during shift hours
• Identify, acknowledge, and escalate P1/P2/P3 alerts per the E2E Service Ownership Policy, with a clear description of the issue and observed behaviour
• Track alerts through the incident lifecycle, keeping the ticketing system updated until closure
• Receive, log, triage, and classify all inbound customer/internal tickets by priority and service before assigning or escalating
• Maintain ticket hygiene — accurate status, owner, and next action at all times — and follow up with customers until resolution and closure
• Support the DevOps Engineer during active incidents by gathering logs, capturing screenshots, and documenting the timeline in real time
• Prepare first-level incident summaries and maintain an incident log (alert, escalation, response, and resolution times) for P1/P2 events
• Prepare daily shift reports and contribute to weekly/monthly operations reports for the Team Lead

Requirements

• Bachelor's degree in Computer Science, IT, Telecommunications, Software Engineering, or related field
• 1 year in operations support, NOC, IT helpdesk, or monitoring (strong fresh graduates encouraged)
• Basic Linux/Windows troubleshooting and networking fundamentals (TCP/IP, DNS, DHCP, VPN, LAN/WAN)
• Basic experience with Office 365 and ticketing/service management systems
• Ability to read logs and spot anomalies at a first-level triage level
• Strong written/verbal communication
• Disciplined documentation habits and ability to work accurately under pressure across multiple open issues
• Willingness to work flexible hours and join on-call rotation when required

𝐏𝐫𝐞𝐟𝐞𝐫𝐫𝐞𝐝
• Exposure to Grafana, Nagios, or SolarWinds NMS, and ITSM tools like Zammad or Jira
• Understanding of ITIL fundamentals, SLA/SLO concepts, and incident management processes
• Academic or practical exposure to telecom VAS, OSS/BSS, or high-availability production systems