3780055-Senior Executive

EXL Talent Acquisition Team; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

EXL Talent Acquisition Team seeks a dedicated 24x7 Support Engineer to assure continuous operation of critical IT systems and infrastructure. You will monitor, respond to incidents, and perform RCA with cross‑functional teams across global operations.

The role requires night/weekend/holiday shifts, adherence to SLAs, and knowledge of monitoring tools such as Splunk, ELK, and ServiceNow. This is an on‑site Noida position with growth opportunities.

Qualifications

• Minimum 2 years of experience as a 24x7 Support Engineer / IT Operations Engineer.
• Experience providing L1/L2 support for critical enterprise apps across multiple environments.
• Proficient in incident management, RCA, and SLA adherence using ServiceNow and Jira Service Desk.

Responsibilities

• Monitor IT infrastructure 24x7 to ensure performance and availability.
• Respond to incidents and escalations with documented resolutions.
• Conduct root cause analysis and maintain knowledge base articles.
• Perform health checks, backups, and patch validations during off-hours.
• Coordinate with L2/L3, vendors, and internal teams for complex issues.

Skills

Strong analytical skills and problem‑s

Excellent communication and teamwork

Ability to work under pressure

Attention to detail

Education

B.E. / B.Tech / B.Sc. / BCA

ServiceNow Certified System Administrator

Tools

ServiceNow

Jira Service Desk

Splunk

ELK Stack

AppDynamics

Job description

Job Description – Digital Transformation - 24x7 Support Engineer

Position Title, Responsibility Level Junior- Support Engineer Function - Digital Reports to AM/Manager Regular/Temporary: Regular Grade – A2 Location Noida, India

Objectives of the Role

We are seeking an experienced 24x7 Support Engineer / IT Operations Engineer to ensure continuous and uninterrupted operation of critical IT systems and infrastructure by providing round-the-clock monitoring, support, and rapid incident response. The 24x7 Engineer plays a crucial role in minimizing downtime, maintaining service availability, and supporting business continuity for global operations.

Responsibilities

• Monitor IT infrastructure, systems, and applications 24x7 to ensure optimal performance and availability.
• Respond to incidents, alerts, and outages in real-time and follow standard operating procedures for resolution or escalation.
• Perform root cause analysis and document incidents, resolutions, and preventive measures.
• Work in rotational shifts (including nights, weekends, and holidays) to provide continuous operational coverage.
• Coordinate with L2/L3 support, vendors, and other internal teams for advanced troubleshooting and escalation.
• Execute routine operational tasks such as system health checks, backup monitoring, batch job status validation, and performance tuning activities.
• Use monitoring tools (e.g., SolarWinds, Nagios, Splunk, Zabbix, SCOM) to proactively identify system issues.
• Maintain and update technical documentation, SOPs, and knowledge base articles for operational reference.
• Ensure adherence to SLAs, security standards, and compliance policies during all support activities.
• Participate in change management processes and support planned deployments or patching activities during off-business hours.
• Continuously improve system monitoring, alerting thresholds, and automation for routine tasks.
• Provide handover reports at the end of each shift to ensure seamless transition between teams.

Skills

Technical Skills

Windows/Linux servers, cloud platforms (AWS/Azure), network devices, firewalls, databases (Oracle, SQL Server), enterprise applications, Active Directory, virtualization (VMware, Hyper-V), ServiceNow.

Operating Systems

Windows Server (2012/2016/2019/2022) Linux/Unix (Red Hat, CentOS, Ubuntu) File system management, user/group management, basic scripting (Bash/PowerShell)

Networking & Infrastructure

• TCP/IP, DNS, DHCP, HTTP/S, FTP, VPN
• Basic knowledge of routing, switching, firewalls
• Load Balancer configuration (F5, HAProxy, Nginx)
• Network troubleshooting using tools like ping, tracert, netstat, nslookup

Monitoring & Logging Tools

• Splunk, ELK Stack (Elasticsearch, Logstash, Kibana)
• Cloud-native monitoring: CloudWatch, Azure Monitor, Datadog

Security & Access Management

• Active Directory & Group Policy
• Role-based access control, IAM (on cloud)
• Antivirus/endpoint security monitoring

Soft skills (Desired)

• Strong analytical and problem-solving skills
• Excellent communication and teamwork
• Ability to work under pressure and in high-stakes environments
• Attention to detail and commitment to service excellence

Education Requirements

• B.E. / B.Tech / B.Sc. / BCA
• ServiceNow Certified System Administrator (for roles involving ITSM tools)

Work Experience Requirements

Must Have

• Minimum 2 years of relevant experience as 24x7 Support Engineer / IT Operations Engineer in the IT industry.
• Provided round-the-clock L1/L2 support for critical enterprise applications across multiple environments (Production, UAT, Dev).
• Diagnosed and resolved incidents, service requests, and user-reported issues within SLA timelines using ServiceNow and Jira Service Desk.
• Performed log analysis and initial triage for application errors, server issues, job failures, and performance bottlenecks.
• Escalated complex issues to development, infrastructure, or database teams with well-documented analysis and RCA inputs.
• Conducted shift handovers with detailed summaries of open incidents, action items, and follow-ups.
• Participated in weekly deployments, release validations, and post-deployment support for major rollouts.
• Performed health checks, backups, patch validation, and maintenance tasks during off-business hours.
• Maintained knowledge base articles, SOPs, and known error documents for recurring issues and L1 resolution.

Preferred Skills

• Proficiency in tools like Splunk, AppDynamics, Dynatrace, or ELK Stack for real-time alerting and performance diagnostics
• Ability to write simple PowerShell, Bash, or Python scripts to automate routine tasks, log parsing, or health checks.