Senior Support Engineer

Senior Support Engineer (Service Desk & Monitoring)

The Senior Support Engineer will play a critical role in delivering Level 2/Level 3 operational support and proactive monitoring across the HCCB IT landscape. This position goes beyond incident resolution to include incident leadership, monitoring optimization, problem management, and mentoring of junior engineers.

The role requires strong handson expertise with Summit Service Desk and New Relic, ensuring high availability, performance, and stability of businesscritical applications and infrastructure.

Key Responsibilities

Service Desk Leadership & Incident Management

• Act as a senior escalation point (L2/L3) for complex enduser, application, and infrastructure incidents.
• Lead incident triage, troubleshooting, and resolution within defined SLAs/OLAs using Summit.
• Own and drive Major Incident (P1/P2) management, including coordination, communication, and service restoration.
• Perform detailed Root Cause Analysis (RCA) and drive permanent fixes through problem management.
• Review incident trends and recommend preventive actions and service improvements.
• Mentor and guide junior Service Desk engineers on technical and processrelated issues.

Monitoring, Event & Availability Management

• Own proactive monitoring strategy using New Relic for applications, infrastructure, and business processes.
• Analyze complex performance, availability, and capacity alerts to identify systemic issues.
• Optimize alert thresholds, dashboards, and service health indicators to reduce noise and improve detection.
• Correlate events across multiple layers (application, middleware, infrastructure) and initiate corrective actions.
• Provide insights and reports on system health, availability, and recurring risks to stakeholders.

Application & Infrastructure Operations

• Provide advanced operational support for enterprise applications, middleware platforms, and core infrastructure.
• Perform indepth log analysis, service recovery, configuration validation, and performance tuning.
• Oversee batch processing, scheduled jobs, interfaces, and integrations, ensuring endtoend business continuity.
• Support postincident reviews and recommend architectural or operational improvements.

IT Service Management & Governance

• Ensure strong adherence to ITIL Service Operations processes (Incident, Event, Problem, Change).
• Actively participate in Change Management, including impact assessment and postchange validation.
• Create, review, and improve SOPs, runbooks, and knowledge articles to improve operational maturity.
• Drive standardization and automation opportunities within support and monitoring processes.

Stakeholder, Vendor & AMS Coordination

• Serve as a key interface between AMS partners, internal IT teams, and OEM vendors.
• Lead vendor interactions during critical incidents and escalations.
• Ensure seamless shift handovers with clear ownership of open issues and risks.
• Communicate effectively with business and IT stakeholders on incident status, root causes, and remediation plans.

Technical Skills (Mandatory)

• Service Desk Tool: Summit (advanced usage, reporting, escalations)
• Monitoring Tool: New Relic (APM, Infrastructure, dashboards, alerting)
• Operating Systems: Windows and Linux (troubleshooting & operations)
• ITIL Processes: Incident, Event, Problem, Change Management
• Networking Fundamentals: DNS, TCP/IP, basic connectivity troubleshooting

Good to Have

• Handson exposure to Cloud platforms (Azure and/or AWS)
• Experience working in AMS / Managed Services / Enterprise IT environments
• Basic scripting or automation skills (PowerShell, Bash)
• Exposure to capacity planning, availability reporting, or SRE concepts

Qualifications & Experience

• 4 to 6 years of experience in IT Support, Service Desk, Monitoring, or IT Operations roles
• ITIL Foundation certification preferred (Intermediate a plus)
• Strong analytical, communication, and stakeholder management skills
• Ability to work in 247 shift/oncall support models and handle highpressure situations
• Demonstrated experience in mentoring junior engineers and driving service improvements