IncubXperts - Tier 2 Support Engineer - Incident Management

Description :

Job Title : Tier 2 Support Engineer.

Type : Full-time.

Shift : 24x7 rotational (including weekends).

Working hours : 2 Shifts between 8 PM EST to 8 AM EST (i. 5 : 00 AM IST to 6 : 00 pm IST).

About the Role :

We are looking for a Tier 2 Support Engineer to join our engineering and support team.

This role requires strong technical troubleshooting abilities, especially in managing real-time production issues for enterprise-grade applications.

You will be responsible for monitoring system health, triaging incidents, coordinating escalations, and ensuring prompt resolution.

In addition to monitoring and incident management, you will also participate in continuous improvement initiatives and contribute to bug fixing or testing activities during non-incident periods.

Key Responsibilities : Monitoring & Incident Detection :

• Monitor system health through dashboards, alerts, and logs across Azure Cloud environments.
• Use tools such as Azure App Insights and Redgate SQL Monitor to proactively detect issues.
• Track and triage incoming tickets, especially client-reported Critical or Sev 1 incidents.

Incident Management & Resolution :

Continuous Improvement :

Additional Responsibilities :

Types of Issues Typically Managed (Example Scenarios) :

The candidate should have prior experience managing and resolving the following types of issues :

Requirements : Skills & Experience :

Technical proficiency :

Preferred Skills & Qualifications :

(ref : hirist.tech)