IT Support Engineer (SC Cleared)

Key Outcomes & Responsibilities

• Incident Resolution: Own and resolve P1-P3 incidents within SLA; collaborate across teams for swift recovery.
• Problem Management: Perform root cause analysis for recurring issues and implement workarounds or fixes.
• Change Delivery: Execute approved changes, participate in CAB processes, and support release deployments.
• Environment Management: Ensure availability of non-production environments; resolve environment-related tickets.
• Monitoring & Reliability: Enhance monitoring, alerts, and observability to improve service stability.
• Service Reporting: Ensure SLAs are met and update stakeholders on ticket progress.
• Knowledge Sharing: Create runbooks, work instructions, and upskill junior engineers.
• Shift Left: Automate or document repeatable tasks to move work to L1/L2 teams.

Essential Skills (Must Have)

• Strong technical troubleshooting across applications and infrastructure.
• Experience with logs, monitoring tools, Java, JavaScript and API/microservices debugging.
• Good understanding of cloud platforms (AWS).
• Familiarity with CI/CD pipelines and deployment workflows.
• Working knowledge of Scripting (Python/Shell/PowerShell).

Desirable Skills (Nice to Have)

• Knowledge of container platforms (Docker, Kubernetes).
• Infrastructure as Code familiarity (Terraform, CloudFormation).
• Experience with automated testing or performance analysis.
• Ability to contribute to release planning and DevOps automation.

NOTE: Hybrid (Once/twice per week).