Responsible for 24/7 system monitoring, incident management, user communication, documentation, performance analysis, and leading knowledge transfer for L1 engineers.
N-iX is a global software development service company that helps businesses across the globe create next-generation software products. Founded in 2002, we unite 2,400+ tech-savvy professionals across 40+ countries, working on impactful projects for industry leaders and Fortune 500 companies. Our expertise spans cloud, data, AI/ML, embedded software, IoT, and more, driving digital transformation across finance, manufacturing, telecom, healthcare, and other industries. Join N-iX and become part of a team where your ideas make a real impact.
The support team is responsible for providing 24/7 production monitoring and first-line incident management to ensure system stability.
- 24/7 System Monitoring: Continuous monitoring of solution components within Microsoft Azure, including Backend microservices (ASP.NET Core), API Gateway (YARP), and Frontend (Next.js).
- Alert Handling: Real-time review of all alerts generated by Azure Application Insights and validation against defined thresholds.
- Incident Intake & Triage: Receiving, classifying, and logging incidents reported via the JIRA Portal.
- L1 Resolution: Execution of predefined corrective actions based on Standard Operating Procedures (SOPs).
- Timely Escalation: Escalating tickets to L2 support when code/configuration changes are required or the issue exceeds the L1 scope.
- User Communication: Maintaining end-to-end communication with users through designated JIRA channels throughout the ticket lifecycle.
- Documentation: Detailed logging of all investigation steps, actions taken, and resolution outcomes.
- SOP Refinement: Identify gaps in procedures and document new "Type Other" incidents.
- Performance Analysis: Analyze incident trends, escalation patterns, and SLA performance
- Leadership: Lead knowledge transfer (KT) sessions and support onboarding of L1 engineers
- Decision Making: Validating issue criticality and deciding on immediate escalation for P1/Critical issues.
- Service Improvement: Contribute to improving monitoring quality and reducing alert noise
- Experience: 4+ years of proven experience
- Technical Stack Proficiency: Basic understanding of ASP.NET Core microservices, MySQL connectivity, and web frontend architectures.
- Monitoring Tools: Hands-on experience with Azure dashboards and Application Insights.
- Process Knowledge: Familiarity with ITIL Incident Management practices and SOP-based troubleshooting.
- Platform Skills: Proficiency in using JIRA for ticket management and status tracking.
- SLA Commitment: Ability to work in a 24/7 shift environment and meet strict targets:
- Acknowledgment: ≤ 30 minutes.
- Initial Investigation: ≤ 30 minutes after acknowledgment.
- L1 Resolution: ≤ 4 hours.
Language: English - upper-intermediate+, Spanish (nice to have)
We offer*:
- Flexible working format - remote, office-based or flexible
- A competitive salary and good compensation package
- Personalized career growth
- Professional development tools (mentorship program, tech talks and trainings, centers of excellence, and more)
- Active tech communities with regular knowledge sharing
- Education reimbursement
- Memorable anniversary presents
- Corporate events and team buildings
- Other location-specific benefits
*not applicable for freelancers
Similar Jobs
Artificial Intelligence • Cloud • Information Technology • Sales • Security • Software • Cybersecurity
The Manager of Technical Support Engineering leads a team in resolving customer issues, enhances support processes, and drives customer satisfaction through collaboration and team development.
Top Skills:
Salesforce Service Cloud
Artificial Intelligence • Consumer Web • Edtech • HR Tech • Information Technology • Software • Conversational AI
The Senior Instructional Designer will develop digital learning solutions through visualization and instructional design, collaborate with stakeholders, and ensure compliance with standards.
Top Skills:
Instructional Design
Cloud • Information Technology • Productivity • Software • Automation
As a Senior ServiceNow CRM Developer/Administrator, you will lead the design and implementation of CRM solutions, manage platform governance, and mentor junior developers while ensuring optimal service delivery.
Top Skills:
CSSFlow DesignerGlide ApiHTMLIntegration HubJavaScriptRestServicenowSoapXML
What you need to know about the Chennai Tech Scene
To locals, it's no secret that South India is leading the charge in big data infrastructure. While the environmental impact of data centers has long been a concern, emerging hubs like Chennai are favored by companies seeking ready access to renewable energy resources, which provide more sustainable and cost-effective solutions. As a result, Chennai, along with neighboring Bengaluru and Hyderabad, is poised for significant growth, with a projected 65 percent increase in data center capacity over the next decade.
