Monitoring Engineer (L1)

Your tasks

The primary objective of this role is to monitor events and alerts, acknowledge and record them accurately, perform initial diagnosis and runbook-based remediation, and escalate incidents within agreed service level agreements (SLAs).

The Monitoring Engineer (L1) focuses on event monitoring, alert acknowledgement, ticket logging and categorisation, initial diagnosis, runbook-based remediation, incident escalation, SLA tracking and communication, with familiarity in AWS CloudWatch and IT service management (ITSM) tools.

• Performs 24x7 monitoring of assigned infrastructure events, alerts and service dashboards.
• Acknowledges alerts promptly and validates the basic alert details and affected service information.

• Logs, categorises and prioritises tickets accurately in the ITSM tool.
• Performs initial diagnosis using available monitoring information, documented procedures and approved runbooks.

• Executes runbook-based remediation within authorized scope and records all actions taken.
• Escalates incidents to the appropriate resolver group when remediation is unsuccessful, outside scope or requires deeper technical support.

• Tracks incident progress and SLA status and follows up on open items as required.
• Provides clear operational communication during incident escalation and shift handover.

• Uses AWS CloudWatch and other available monitoring information to support initial event analysis.
• Maintains accurate ticket notes, timestamps, categorization and escalation details.

• Identifies recurring alert patterns and raises them for review by higher-level engineers.
• Follows shift hand overprocesses for open alerts, incidents and critical monitoring activities.

• Maintains monitoring run books and knowledge information when approved updates are provided.
• Performs any other related task as required.

Requirements

Knowledge and Attributes

• Basic knowledge of infrastructure monitoring and incident management.
• Ability to follow runbooks and operating procedures accurately.

• Ability to recognize when an issue requires escalation and provide complete supporting information.
• Ability to communicate clearly during incident escalation and shift handover.

• Ability to work effectively in a 24x7 shift and shared-support environment.
• Strong attention to detail in alert handling, ticket logging and SLA tracking.

• Ability to remain organised and effective in a pressurized environment.
• Strong client service orientation and willingness to learn.

Academic Qualifications and Certifications

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
• Certifications relevant to the services provided carry additional weightage on a candidate’s qualification for the role.

• Required certification(s):
• ITIL 4 Foundation.

• Good-to-have certification(s):
• AWS Certified Cloud Practitioner or equivalent entry-level cloud certification.

Required Experience

• 2+ years of overall relevant experience.
• 1+ year of experience in Infrastructure Monitoring.

• Experience in 24x7 event monitoring, alert acknowledgement, ticket logging/categorisation, initial diagnosis, runbook-based remediation, incident escalation, SLA tracking andcommunication.
• Familiarity with AWS Cloud Watch and ITSM tools.

Other

The Monitoring Engineer (L1) - Shared is an entry-level operations role responsible for providing 24x7 monitoring support to help ensure that client infrastructure and services remain operational.

This is a shared service role operating in a 24x7 environment.