Monitoring Engineer (L1)

INFINITE COMPUTER SOLUTIONS PTE LTD; Singapore; On-site; SGD 40,000 - 56,000; Full time

Job summary

INFINITE COMPUTER SOLUTIONS PTE LTD is seeking a Monitoring Engineer (L1) to provide 24x7 monitoring support for client infrastructure and services. The role focuses on event monitoring, alert acknowledgement, ticket logging, initial diagnosis, and runbook-based remediation, with escalation as needed.

The ideal candidate will have a Bachelor’s degree in IT/Computing, ITIL 4 Foundation, and 2+ years in monitoring.

Qualifications

• Bachelor's degree in IT/Computing or demonstrated equivalent work experience.
• ITIL 4 Foundation certification is required.
• 2+ years of overall relevant experience in monitoring/IT operations.
• 1+ year of experience in Infrastructure Monitoring.
• Experience in 24x7 event monitoring, incident escalation and SLA tracking.

Responsibilities

• Performs 24x7 monitoring of assigned infrastructure events, alerts and service dashboards.
• Acknowledges alerts promptly and validates basic alert details and affected service information.
• Logs, categorises and prioritises tickets in ITSM tool.
• Performs initial diagnosis using runbooks and documented procedures.
• Executes runbook-based remediation within scope and records actions.
• Escalates incidents to the appropriate resolver group when needed.
• Tracks incident progress and SLA status and communicates during escalation.
• Maintains accurate ticket notes and escalation details.
• Identifies recurring alert patterns for higher-level review.

Skills

Infrastructure monitoring

ITSM tools

AWS CloudWatch

24x7 shift work

Incident management

Ticket logging

Runbooks

SLA tracking

Clear communication

Customer service orientation

Education

Bachelor's degree in IT/Computing

Tools

ITSM tools

AWS CloudWatch

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 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.

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, 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.

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.