Service Engineer 2

Service Engineer 2

Responsibilities

• 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.
• Bachelors 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.