Position summary:

Responsible for first-level monitoring, alert triage, basic Linux troubleshooting, routine health checks, incident logging and timely escalation to L2/L3 teams to maintain service availability and meet operational SLAs.

Key Responsibilities:

• Monitor server availability, infrastructure alerts and operational dashboards.
• Perform routine health checks for CPU, memory, disk space, filesystems and critical services.
• Conduct basic troubleshooting using Linux commands and approved runbooks.
• Validate alerts and log, categorize, prioritize and track incidents in the ITSM tool.
• Perform basic checks on processes, system logs, mount points, connectivity and scheduled jobs.
• Execute approved operational procedures and post-maintenance health checks.
• Escalate unresolved incidents to L2/L3 with relevant logs and troubleshooting details.
• Follow incident SLAs, escalation matrices and communication procedures.
• Maintain accurate ticket updates, shift handovers and operational documentation.
• Coordinate with global support teams to ensure uninterrupted 24x7 operations.

Required Skills:

• 1-3 Years basic knowledge of RHEL, SUSE or Ubuntu Linux.
• Familiarity with commands such as df, du, free, top, ps, grep, tail and systemctl.
• Understanding of filesystems, processes, permissions, services and system logs.
• Basic knowledge of DNS, SSH and network connectivity.
• Exposure to monitoring tools and ServiceNow or equivalent ITSM platforms.
• Understanding of incident management, SLAs and escalation procedures.

Preferred Skills:

• Basic Shell/Bash scripting knowledge.
• Linux Essentials or equivalent certification.
• Exposure to enterprise monitoring, backup and patching activities.
• Basic understanding of ITIL and global 24x7 operations.

Location / Support Model: Global 24x7x365 support across APAC, EMEA and NLAM, working in rotational shifts under a follow-the-sun model.