Infrastructure Monitoring Engineer (L1)

NTT SINGAPORE PTE. LTD.; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

NTT SINGAPORE PTE. LTD. seeks a Monitoring Engineer (L1) in Singapore to provide 24x7 monitoring support for client infrastructure and services.

You will monitor events, acknowledge alerts, log tickets, perform initial diagnosis with runbooks, and escalate incidents within SLAs, leveraging AWS CloudWatch and ITSM tooling in a shared-service environment. This entry-level role emphasizes thorough alert handling, accurate ticketing, and clear communication during handovers while contributing to

Qualifications

• Bachelor's degree in IT/Computing or equivalent work experience.
• ITIL 4 Foundation certification is required.
• 2+ years of relevant experience.
• 1+ year in Infrastructure Monitoring; familiarity with AWS CloudWatch and ITSM tools.

Responsibilities

• Monitors 24x7 infrastructure events, alerts and dashboards.
• Acknowledges alerts promptly and validates details.
• Logs, categorizes and prioritizes tickets in ITSM system.
• Performs initial diagnosis using runbooks and monitoring data.
• Executes runbook-based remediation within scope and records actions.
• Escalates incidents to resolver groups when needed.
• Tracks SLA status and communicates progress during incidents.
• Maintains clear shift handover and incident communications.
• Uses AWS CloudWatch to support initial analysis.

Skills

Infrastructure monitoring

Incident escalation

SLA tracking

Runbooks adherence

Shift handover communication

Client service orientation

Attention to detail

Education

Bachelor's degree in IT/Computing

ITIL 4 Foundation

Tools

AWS CloudWatch

ITSM tools

Job description

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.

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 elevate incidents within agreed service level agreements (SLAs).

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

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

Key Responsibilities:

• 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, categorizes and prioritizes 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 orrequires 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 handover processes for open alerts, incidents and critical monitoring activities.
• Maintains monitoring runbooks and knowledge information when approved updates are provided.
• Performs any other related task as required.

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 forthe 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 and communication.
• Familiarity with AWS Cloud Watch and ITSM tools.

Technical Focus:

Monitoring

24x7 event monitoring; alert acknowledgement

ITSM operations

Ticket logging; categorisation; SLA tracking

Initial support

Initial diagnosis; runbook-based remediation

Incident handling

Escalation; communication; shift handover

Cloud monitoring familiarity

AWS CloudWatch