It Support Engineer

JOB DESCRIPTION
L1 Application Monitoring Engineer
Department
Experience
Work Schedule
Location
Vision Team / Vision Pod
Employment Type
Open Positions
Reporting To
Fixed-Term Contract (FTC)
6 months to 2 years
24x7 rotational shifts
5
Vision Team
as per organizational requirements
ROLE SUMMARY
The L1 Application Monitoring Engineer will provide continuous monitoring support for Vision Pod applications and
supporting services. The role focuses on dashboard and alert monitoring, documented first-level checks, incident
logging, operational reporting, and prompt escalation to the next level or appropriate owner. This is an entry-level L1
role operating strictly through approved SOPs, runbooks, checklists, and escalation procedures.
KEY RESPONSIBILITIES

Monitor assigned application dashboards, alerts, service status, and scheduled activities during the shift.

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Identify and promptly report alerts, failures, or unusual system behaviour to the next support level or appropriate
owner.
Create or update incident tickets with basic details such as time, alert message, affected service, and current
status.
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Maintain simple shift reports, alert logs, incident trackers, and pending-action records.
Provide a clear handover to the incoming shift for open alerts, incidents, and pending follow-ups.
Follow provided SOPs, monitoring checklists, escalation contacts, and instructions from the Vision Team.
Maintain confidentiality and use only authorized systems, tools, and communication channels.
REQUIRED SKILLS AND QUALIFICATIONS
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Diploma or bachelors degree in Computer Science, Information Technology, Engineering, or a related field.
6 months to 2 years of experience in monitoring, service desk, NOC, technical support, or a similar entry-level role.
Basic understanding of applications, servers, alerts, logs, and incident tickets.
Basic working knowledge of Microsoft Excel, Outlook, Teams, or similar office tools.
Good attention to detail, communication, reporting, and ability to follow instructions.
Must be flexible and willing to work in 24x7 rotational shifts, including nights, weekends, and public holidays.
ROLE BOUNDARIES
This is an L1 monitoring and reporting role. The employee will not independently perform application changes,
production deployments, database updates, infrastructure changes, access changes, or advanced troubleshooting.
Any action beyond the documented L1 checklist must be promptly escalated to the Vision Team or appropriate
owner.
Vision Team | L1 Application Monitoring Engineer | Internal Hiring Use