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IT Service Desk Engineer (Jr-L1)
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- Actively monitor IT dashboards such as Grafana, Prometheus, ELK, or SIEM tools.
- Detect and log alerts, anomalies, or system events in the incident management system.
- Perform initial triage and basic troubleshooting as per SOPs.
- Escalate unresolved or critical issues to L2/L3 SMEs within defined SLA timelines.
- Maintain accurate incident logs, updates, and resolution notes.
- Check server and application health using predefined scripts and monitoring tools
- Restart basic services or processes as instructed in SOPs
- Assist in routine checks (backups, patching status, server availability, endpoint monitoring).
- Verify deployment or scheduled jobs completion and escalate failures.
- Monitor SIEM dashboards for potential threats or security alerts.
- Log suspicious events and escalate to SOC analysts.
- Follow basic cybersecurity incident playbooks.
- Work closely with DevOps, Network, and Security teams to ensure smooth escalation and knowledge sharing.
- Update SOPs, knowledge base articles, and shift handover logs regularly
- Work in shift rotations to ensure 24/7 coverage.
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