The Monitoring Engineer (L1) - Shared is an entry-level operations role responsible for providing 24x7 monitoring support to help ensure that client infrastructure and services remain operational.

The primary objective of this role is to monitor events and alerts, acknowledge and record them accurately, perform initial diagnosis and runbook-based remediation, and escalate incidents within agreed service level agreements (SLAs).

The Monitoring Engineer (L1) focuses on event monitoring, alert acknowledgement, ticket logging and categorization, initial diagnosis, runbook-based remediation, incident escalation, SLA tracking and communication, with familiarity in AWS CloudWatch and IT service management (ITSM) tools.

This is a shared service role operating in a 24x7 environment.

Key Responsibilities:

·       Performs 24x7 monitoring of assigned infrastructure events, alerts and service dashboards.

·       Acknowledges alerts promptly and validates the basic alert details and affected service information.

·       Logs, categorizes and prioritizes tickets accurately in the ITSM tool.

·       Performs initial diagnosis using available monitoring information, documented procedures and approved runbooks.

·       Executes runbook-based remediation within authorized scope and records all actions taken.

·       Escalates incidents to the appropriate resolver group when remediation is unsuccessful, outside scope orrequires deeper technical support.

·       Tracks incident progress and SLA status and follows up on open items as required.

·       Provides clear operational communication during incident escalation and shift handover.

·       Uses AWS CloudWatch and other available monitoring information to support initial event analysis.

·       Maintains accurate ticket notes, timestamps, categorization and escalation details.

·       Identifies recurring alert patterns and raises them for review by higher-level engineers.

·       Follows shift handover processes for open alerts, incidents and critical monitoring activities.

·       Maintains monitoring runbooks and knowledge information when approved updates are provided.

·       Performs any other related task as required.

Knowledge and Attributes:

·       Basic knowledge of infrastructure monitoring and incident management.

·       Ability to follow runbooks and operating procedures accurately.

·       Ability to recognize when an issue requires escalation and provide complete supporting information.

·       Ability to communicate clearly during incident escalation and shift handover.

·       Ability to work effectively in a 24x7 shift and shared-support environment.

·       Strong attention to detail in alert handling, ticket logging and SLA tracking.

·       Ability to remain organised and effective in a pressurized environment.

·       Strong client service orientation and willingness to learn.

Academic Qualifications and Certifications:

·       Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).

·       Certifications relevant to the services provided carry additional weightage on a candidate’s qualification forthe role.

·       Required certification(s):

·       ITIL 4 Foundation.

·       Good-to-have certification(s):

·       AWS Certified Cloud Practitioner or equivalent entry-level cloud certification.

Required Experience:

·       2+ years of overall relevant experience.

·       1+ year of experience in Infrastructure Monitoring.

·       Experience in 24x7 event monitoring, alert acknowledgement, ticket logging/categorisation, initial diagnosis, runbook-based remediation, incident escalation, SLA tracking and communication.

·       Familiarity with AWS Cloud Watch and ITSM tools.

Technical Focus:

Monitoring

24x7 event monitoring; alert acknowledgement

ITSM operations

Ticket logging; categorisation; SLA tracking

Initial support

Initial diagnosis; runbook-based remediation

Incident handling

Escalation; communication; shift handover

Cloud monitoring familiarity

AWS CloudWatch