Key Responsibilities:
- Perform system and application monitoring using tools like Site24x7, HP OpenView, FortiManager, and other similar platforms.
- Monitor and manage Windows and Linux servers, Azure infrastructure, IIS, and business applications.
- Support basic troubleshooting for networking equipment such as routers, switches, and FortiGate firewalls.
- Manage alerts and incidents from database servers, applications, and infrastructure components.
- Collaborate effectively with Server, Network, Database, and Application Support teams during incident resolution.
- Ensure rapid incident response and support incident bridges when required.
- Document issues, actions, and resolutions accurately in ticketing tools.
- Maintain awareness of system and application performance, uptime, and availability.
- Participate in continuous improvement initiatives and knowledge sharing across teams.
- Maintain accurate system and incident documentation to aid root cause analysis.
- Communicate effectively in an international and distributed support environment.
Required Experience and Skills:
- Basic experience in Windows server administration and Azure monitoring.
- Understanding of IT infrastructure components: routers, switches, firewalls (especially FortiGate), LAN/WAN networks.
- Working knowledge of IIS, ASP.NET, and application troubleshooting.
- Prior experience in monitoring SQL and other database servers.
- Basic experience with Linux OS and VMware is beneficial.
- Familiarity with monitoring tools like Site24x7, HP OpenView, Business Availability Center, FortiManager, and FortiAnalyzer.
- Intermediate experience in server and application monitoring/troubleshooting.
- Basic knowledge of Windows Server (2012/2016/2019) administration.
- Understanding of cloud infrastructure concepts, especially Azure.
- Fluency in English (spoken and written).
- Expertise with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
- Comfortable working in a global support model with remote/distance communication tools.
Preferred Qualifications:
- ITIL Foundation V4 certification (preferred but not mandatory).
- MCP or relevant certifications in Windows Server or Azure Administration (optional but advantageous).
- Technical aptitude to learn and adapt to new tools, systems, and troubleshooting methods.
