L1 Console Support

About the role

Supervise and manage the L1 SMC Monitoring team, overseeing shift operations, resource management, and incident response across multiple infrastructure domains including Windows, Linux, Network, Storage, Backup, Database and Applications.

Key responsibilities

• Supervise and manage the L1 SMC Monitoring team
• Manage shift rosters, leave coverage and resource backfill
• Monitor Windows, Linux, Network, Storage, Backup, Database and Applications
• Perform L1 troubleshooting and incident monitoring
• Handle incident escalations and shift handovers
• Coordinate with L1/L2/L3/L4 teams for unresolved issues
• Execute Service Requests and Change Requests
• Maintain SOPs and provide guidance/training to L1 team members
• Perform batch jobs, automation, scripting, backup and infrastructure-related tasks as per SOP
• Prepare daily, weekly and monthly reports

About you

• Diploma/Degree in IT, Computer Engineering or related field
• 1+ year of relevant experience
• Experience in Infrastructure / Server / Application support
• Basic scripting knowledge
• Good spoken English
• Team leadership / people management experience
• Experience with monitoring tools such as SolarWinds, SiteScope, WhatsUp Gold, ScienceLogic, Dynatrace, Nagios, BMC Patrol/TrueSight or IBM BigFix
• Experience with Linux, Windows, WebLogic, Database, Storage or Network environments