L1/L2 Application Support Engineer

Job Overview

The L1 Support Engineer will be responsible for 24/7 monitoring of Data Observability platforms from a controlled white-room environment. The role focuses on identifying alerts, validating issues, and initiating the appropriate escalation by raising tickets as per defined runbooks. This is a critical operational role ensuring uninterrupted data pipeline health and timely incident response.

Key Responsibilities

• Monitor Data Observability alerts, notifications, and system dashboards on a 24/7 rotational basis.
• Perform initial assessment and triage of alerts following predefined SOPs and runbooks.
• Log and route incidents to the appropriate technical teams with clear and accurate information.
• Track ticket progress and ensure timely follow-up until closure.
• Document recurring issues, observations, and improvement opportunities.
• Maintain adherence to all white-room operational protocols.
• Work independently while collaborating effectively with cross-functional teams.
• Provide shift handover updates to ensure continuity.