L1 Monitoring Engineer

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, categorises and prioritises tickets accurately in the ITSM tool.
• Performs initial diagnosis using available monitoring information, documented procedures and approved runbooks.
• Executes runbook-based remediation within authorised scope and records all actions taken.
• Escalates incidents to the appropriate resolver group when remediation is unsuccessful, outside scope or requires 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, categorisation 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.

Requirements

• 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 for the role.
• 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 CloudWatch and ITSM tools

Required certification(s): ITIL 4 Foundation.

Good-to-have certification(s): AWS Certified Cloud Practitioner or equivalent entry-level cloud certification.

Licence no: 12C6060