Systems Engineer

We are looking for a motivated System Engineer from within our team to step into a client-facing, operationally critical role. If you have a solid foundation in application support, infrastructure monitoring, and thrive in a fast-paced 24×7 environment, we want to hear from you. What You Will Do - Support a 24×7 operational environment across rotational shifts, ensuring continuous service availability. - Own Level 2 analysis, troubleshooting, and resolution of application and infrastructure incidents. - Conduct recording reviews to evaluate user experience and measure service impact. - Collect and analyse application logs; escalate complex cases to the Development team with clear documentation. - Serve as a trusted point of contact for clients — tracking open issues, driving resolutions, and delivering an exceptional service experience. - Prepare and deliver weekly/monthly client read-outs and progress presentations. - Identify, qualify, and drive issue/bug remediation to closure across the client base. - Maintain a living record of known issues and fixes, ensuring consistent resolution across all clients. - Investigate complex application and database performance issues and lead them through to resolution. - Convert recurring known issues into proactive alerts and collaborate with operations teams to build sustainable workflows. - Author and maintain clear technical and operational procedure documentation. - Participate in daily/weekly technical and leadership calls, providing timely progress updates. - Build strong, collaborative relationships with customers and internal team members. - Provide technical guidance to customers, helping strengthen their skills and confidence. What We Are Looking For - 3+ years of experience in proactive support and infrastructure/application monitoring. - Familiarity with Global Command Center, Service Desk, or Frontline Monitoring operations. - Demonstrated ability to uphold team, account, and client policies and procedures. - Hands-on experience with Application/Infrastructure Monitoring tools and solutions. - Solid experience with Windows Server environments, .NET-based application support, IIS, worker processes, Web.config, and Event Logs. - Foundational knowledge of networking and Azure Monitoring. - Intermediate SQL skills — including SQL Jobs, queries, blocking scenarios, and Always On configuration. - Experience with ITSM platforms such as ServiceNow or equivalent Service Desk tools. - Basic understanding of ITIL framework (V3.0 Foundation certification is an advantage). - Ability to create clear, visually compelling data reports using Power BI, Excel pivot tables, and charts. - Strong command of written and verbal English; international support experience (US or Europe preferred). Nice to Have - Exposure to healthcare-related applications or patient care environments. - Practical experience with Azure cloud environments. Qualifications - Bachelor's degree in Computer Science, Information Technology, or a related field. - Relevant IT certification(s) are a plus. - Excellent interpersonal and communication skills — written and verbal — with a customer-first mindset. Originally posted on Himalayas