L2 Enterprise Monitoring Engineer (Client Tech Support)

About the role

The L2 Enterprise Monitoring Engineer is responsible for advanced monitoring, incident analysis and troubleshooting across infrastructure, applications and network layers. As the primary resolver group for monitoring-triggered incidents, the role helps reduce alert noise, improve monitoring effectiveness and speed up resolution. Engineers are expected to go beyond SOPs: analyze, fix and improve.

Key responsibilities

• Analyze alerts from enterprise monitoring tools (SolarWinds, SCOM, Dynatrace, etc.), correlate events and tune thresholds to suppress false positives
• Take ownership of P2/P3 incidents and support P1 major incidents, covering servers (Windows/Linux), networks and applications
• Support major incident calls with real-time troubleshooting, log analysis and root-cause input
• Create and enhance monitoring scripts and alert logic, automate repetitive tasks (PowerShell, Shell, Python at basic level) and reduce alert noise
• Maintain KB articles and runbooks so L1 analysts can reuse troubleshooting steps
• Act as technical escalation point for L1, coordinate with Infra, App, Network and Cloud teams, and escalate to L3 with full diagnostics
• Work 24x7 rotational shifts, including weekends and on-call, with clear shift handovers

Required profile

• 3-5 years of experience in monitoring, infrastructure support or NOC
• Bachelor's degree in IT, Computer Science or a related field
• Strong communication, analytical thinking, ownership and ability to work under pressure
• ITIL foundation (preferred); Azure/AWS or monitoring tool certifications (good to have)

Required skills

• Hands-on Windows and Linux server administration
• Network fundamentals (DNS, TCP/IP, routing basics)
• Monitoring tools: SCOM, SolarWinds, Dynatrace, Nagios, Zabbix
• Log analysis (Event Viewer, syslog; basic Splunk/Kibana exposure preferred)
• Basic scripting in PowerShell, Bash or Python