Senior Service Engineer

What will you be responsible for?

• Monitor, triage, and resolve alerts and incidents from infrastructure systems including UPS systems, network switches, servers, and related datacenter equipment.
• Support incident response activities by identifying issues, coordinating with SMEs, documenting troubleshooting steps, and helping drive timely resolution.
• Perform basic root cause analysis for recurring incidents and contribute to corrective and preventive actions.
• Monitor infrastructure health using tools such as SCOM, AppInsights, or similar monitoring platforms.
• Create and maintain operational documentation, SOPs, troubleshooting guides, and support process documents.
• Support configuration and asset data updates in CMDB, including device attributes, CI information, and relationship accuracy.
• Write and maintain basic automation scripts using PowerShell, VBScript, or batch scripting to reduce repetitive manual activities.
• Assist in KPI reporting, ticket analysis, alert trend analysis, and operational improvement activities.

What would your day look like?

• Monitor infrastructure alerts and incidents across UPS systems, network devices, servers, and other on-prem infrastructure components.
• Analyze alerts, validate impact, perform initial troubleshooting, and escalate to the right SMEs when required.
• Participate in incident bridges and support end-to-end incident resolution activities.
• Track recurring alarms, alerts, and tickets, and help identify opportunities for automation or process improvement.
• Maintain health and performance reports for infrastructure systems and support management reporting needs.
• Update ServiceNow tickets, CMDB records, asset details, and operational documentation.
• Support routine operational activities such as server validation, discovery data review, CMDB cleanup, and device attribute verification.
• Work with global teams in an Agile/DevOps environment to support infrastructure stability and service reliability.

Who are we looking for?

• 3-5 years of experience in infrastructure operations, incident management, event monitoring, or technical support.
• Working knowledge of datacenter devices, UPS systems, network switches, servers, and infrastructure monitoring.
• Experience using monitoring tools such as SCOM, AppInsights, or similar enterprise monitoring platforms.
• Good understanding of ITIL processes, especially incident management, event management, and problem management.
• Hands-on experience with ServiceNow ITSM, including incident, change, asset, and CMDB-related processes.
• Basic understanding of CMDB concepts such as CIs, attributes, relationships, discovery, and reconciliation.
• Ability to perform basic analysis of CMDB data and support cleanup or data correction activities.
• Working knowledge of PowerShell, VBScript, or batch scripting for automation of repetitive tasks.
• Ability to generate operational reports, KPI dashboards, and support metrics using Excel, Power BI, or similar tools.
• Strong troubleshooting skills with the ability to analyze technical issues and follow structured resolution steps.
• Good communication skills with the ability to collaborate with global teams, SMEs, and business stakeholders.
• Exposure to Agile methodology, Scrum practices, or DevOps ways of working.
• Ability to work in a dynamic environment and adapt to changing operational priorities.
• Flexibility to support 12/7 shift coverage, including holidays and weekends as needed.
• Bachelor's degree in Electrical Engineering, Computer Science, Information Technology, or a related field preferred.

Preferred Skills

• Experience with UPS monitoring, network infrastructure alerts, and datacenter equipment support.
• Exposure to ServiceNow Discovery, Asset Management, and CMDB data validation.
• Familiarity with Power BI dashboards and operational reporting.
• Experience supporting server discovery, server validation, or retirement activities.
• Understanding of automation opportunities in infrastructure operations.
• Experience working with distributed or global support teams.