Systems Support Engineer

Harris Computer; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Harris Computer in Pune seeks an experienced IT Operations Support professional to monitor and support a 24×7 environment. You will perform Level 1 analysis, troubleshoot incidents, and collect logs for escalation, while maintaining strong client communication and documentation.

The role requires 3-4 years in proactive support, familiarity with ServiceNow or similar platforms, and ability to present data using Power BI and Excel.

Qualifications

• 3-4 years of experience in proactive support and monitoring of infrastructure and applications.
• Exposure to Global Command Center, Service Desk, or Frontline Monitoring operations.
• Familiarity with ITSM platforms (ServiceNow or equivalent).
• Knowledge of ITIL v3 foundations is a plus.
• Ability to present data clearly using Power BI and Excel.

Responsibilities

• Support a 24×7 operational environment across rotational shifts, ensuring consistent service delivery.
• Handle Level 1 analysis, troubleshooting, and resolution of application and infrastructure incidents.
• Conduct recording reviews to assess user experience and gauge service impact.
• Collect application logs and elevate cases to the Development team with clear context.
• Deliver a premium client experience — tracking open issues, coordinating responses, and helping clients resolve problems efficiently.
• Contribute to weekly/monthly client read-outs and progress presentations.
• Identify and help drive issue/bug remediation to resolution across the client base.
• Maintain an up-to-date log of known issues and fixes, supporting consistent resolution outcomes.
• Author and maintain technical and operational procedure documentation.
• Participate in daily/weekly technical and leadership calls, keeping stakeholders informed on progress.
• Build positive, professional relationships with customers and teammates.

Skills

Proactive support

Infrastructure monitoring

Application monitoring

Windows Server / IIS

Azure Monitoring

Education

Bachelor's degree in Computer Science/IT

Tools

ServiceNow

SQL Server

Azure Monitor

Power BI

Job description

What You Will Do

• Support a 24×7 operational environment across rotational shifts, ensuring consistent service delivery.
• Handle Level 1 analysis, troubleshooting, and resolution of application and infrastructure incidents.
• Conduct recording reviews to assess user experience and gauge service impact.
• Collect application logs and elevate cases to the Development team with clear context.
• Deliver a premium client experience — tracking open issues, coordinating responses, and helping clients resolve problems efficiently.
• Contribute to weekly/monthly client read-outs and progress presentations.
• Identify and help drive issue/bug remediation to resolution across the client base.
• Maintain an up-to-date log of known issues and fixes, supporting consistent resolution outcomes.
• Author and maintain technical and operational procedure documentation.
• Participate in daily/weekly technical and leadership calls, keeping stakeholders informed on progress.
• Build positive, professional relationships with customers and teammates.

What We Are Looking For

• 3-4 years of experience in proactive support and infrastructure/application monitoring.
• Familiarity with Global Command Center, Service Desk, or Frontline Monitoring operations.
• Commitment to following team, account, and client policies and procedures.
• Exposure to Application/Infrastructure Monitoring tools and solutions.
• Experience with Windows Server environments, .NET-based application support, IIS, worker processes, Web.config, and Event Logs.
• Basic understanding of networking and Azure Monitoring.
• Intermediate SQL skills — including SQL Jobs, queries, blocking scenarios, and Always On configuration.
• Experience with ITSM platforms such as ServiceNow or equivalent Service Desk tools.
• Basic knowledge of ITIL framework (V3.0 Foundation certification is an advantage).
• Ability to present data clearly using Power BI, Excel pivot tables, and charts.
• Good command of written and verbal English; international support experience (US or Europe preferred).

Nice to Have

• Exposure to healthcare-related applications or patient care environments.
• Familiarity with Azure cloud environments.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Relevant IT certification(s) are a plus.
• Strong interpersonal and communication skills — written and verbal — with a customer-first approach.