Rapid Support Engineer – IT Monitoring Center

About the role

The Rapid Support Engineer in the IT Monitoring Center ensures swift incident triage, troubleshooting, and resolution to maintain service continuity. Working in a fast‑paced environment, the role focuses on meeting strict SLA timelines and proactive system monitoring.

Key responsibilities

• Rapidly triage incoming alerts, assess severity and impact, and initiate appropriate escalation.
• Provide SLA‑compliant incident response, troubleshoot system, application, network, database, and infrastructure issues.
• Perform root cause analysis and implement corrective actions to prevent recurrence.
• Apply temporary workarounds when needed to keep services running.
• Maintain clear communication with IT teams, management, vendors, and end‑users throughout incident resolution.
• Document incidents, troubleshooting steps, timelines and final resolutions, and contribute to an internal knowledge base.
• Participate in post‑incident reviews and continuous improvement of processes, tools, and workflows.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Engineering or related field.
• 2–4 years of experience in IT support, systems troubleshooting, incident response or infrastructure operations.
• CompTIA A+ certification.

Required skills

• Configuration and management of MS Cluster, Linux and Windows operating systems.
• Experience with OpenShift, Cisco ACI, F5 technologies, DCIM and NetEco systems.
• Database administration for MS SQL, Oracle, DB2 LUW, DB2 MF, SAP HANA and MySQL.
• Strong troubleshooting, root‑cause analysis and incident triage capabilities.