Roles and Responsibilities: Front line support for IT Infrastructure Monitoring - Infrastructure and Application Manage customer reported, automated and human generated alerts relating to service status as first responder, acknowledge them, take corrective action following standard operating procedures Knowledge and/or working experience with any Public Cloud Vendors, Preferably Azure/AWS Understanding of the following monitoring concepts: Infrastructure, systems, and Application health, system availability, latency, performance, and end-to-end monitoring. Basic/Intermediate knowledge of Microsoft AD (password resets, security groups, Sites) Exchange online (Mailbox creation, management, migration, mail-flow etc.) Basic knowledge in Networking (TCP/IP, DNS) Should be versatile in problem solving and resolve complex issues ranging from OS and application faults to creatively improving solution design Knowledge of ITSM tool likewise JIRA, ServiceNow Experience in ITIL processes including Incident, Problem, Change, Knowledge, and Event Management. Good presentation and communications skills with a keen sense of customer service Strong problem solving, priority setting, and collaboration skills. Ability to make timely and sound decisions Ability to multi-task Triage and escalate incidents in a timely manner according to standard operating procedures Excellent analytical and problem-solving skills. Ability to understand operational work processes Willingness to learn new technologies Contribute to technical knowledge base. Flexible to work in shifts, 24x7 environment 2 to 5 years overall experience in a technical support role 24X7 (Rotational Sift)