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](https://himalayas.app)