Senior Application support engineer (L1 )

<p><span data-highlighted="true" data-vc="highlighted-text">N-iX</span> is a global software development service company that helps businesses across the globe create next-generation software products. Founded in 2002, we unite 2,400+ tech-savvy professionals across 40+ countries, working on impactful projects for industry leaders and Fortune 500 companies. Our expertise spans cloud, data, AI/ML, embedded software, <span data-highlighted="true" data-vc="highlighted-text"><span class="_kqswh2mm"><span class="_5pioz8co _189e1dm9 _1il9buyh _19lc184f _d0altlke" data-testid="definition-highlighter">IoT</span></span></span>, and more, driving digital transformation across finance, manufacturing, telecom, healthcare, and other industries. Join <span data-highlighted="true" data-vc="highlighted-text">N-iX</span> and become part of a team where your ideas make a real impact.<br><br></p> <h3>Core Responsibilities</h3> <p>The support team is responsible for providing 24/7 production monitoring and first-line incident management to ensure system stability.</p> <ul> <li>24/7 System Monitoring: Continuous monitoring of solution components within Microsoft Azure, including Backend microservices (ASP.NET Core), API Gateway (YARP), and Frontend (Next.js).</li> <li>Alert Handling: Real-time review of all alerts generated by Azure Application Insights and validation against defined thresholds.</li> <li>Incident Intake &amp; Triage: Receiving, classifying, and logging incidents reported via the JIRA Portal.</li> <li>L1 Resolution: Execution of predefined corrective actions based on Standard Operating Procedures (SOPs).</li> <li>Timely Escalation: Escalating tickets to L2 support when code/configuration changes are required or the issue exceeds the L1 scope.</li> <li>User Communication: Maintaining end-to-end communication with users through designated JIRA channels throughout the ticket lifecycle.</li> <li>Documentation: Detailed logging of all investigation steps, actions taken, and resolution outcomes.</li> <li>SOP Refinement:&nbsp; Identify gaps in procedures and document new "Type Other" incidents.</li> <li>Performance Analysis: Analyze incident trends, escalation patterns, and SLA performance</li> <li>Leadership: Lead knowledge transfer (KT) sessions and support onboarding of L1 engineers</li> <li>Decision Making: Validating issue criticality and deciding on immediate escalation for P1/Critical issues.</li> <li>Service Improvement: Contribute to improving monitoring quality and reducing alert noise</li> </ul> <h3>General Requirements</h3> <ul> <li>Experience: 4+ years of proven experience</li> <li>Technical Stack Proficiency: Basic understanding of ASP.NET Core microservices, MySQL connectivity, and web frontend architectures.</li> <li>Monitoring Tools: Hands-on experience with Azure dashboards and Application Insights.</li> <li>Process Knowledge: Familiarity with ITIL Incident Management practices and SOP-based troubleshooting.</li> <li>Platform Skills: Proficiency in using JIRA for ticket management and status tracking.</li> <li>SLA Commitment: Ability to work in a 24/7 shift environment and meet strict targets:</li> <ul> <li>Acknowledgment: ≤ 30 minutes.</li> <li>Initial Investigation: ≤ 30 minutes after acknowledgment.</li> <li>L1 Resolution: ≤ 4 hours.</li> </ul> </ul> <p>Language: &nbsp;English - upper-intermediate+, Spanish (nice to have)</p><div class="content-conclusion"><p><strong>We offer*:</strong></p> <ul> <li>Flexible working format - remote, office-based or flexible</li> <li>A competitive salary and good compensation package</li> <li>Personalized career growth</li> <li>Professional development tools (mentorship program, tech talks and trainings, centers of excellence, and more)</li> <li>Active tech communities with regular knowledge sharing</li> <li>Education reimbursement</li> <li>Memorable anniversary presents</li> <li>Corporate events and team buildings</li> <li>Other location-specific benefits</li> </ul> <p>*not applicable for freelancers</p></div>