Monitoring Support Engineer

The Ideal Candidate

The ideal candidate for the role will have a proactive mindset and a passion for system reliability and security. They are detail-oriented, thrive in high-pressure situations, and possess the ability to respond swiftly to incidents while maintaining a methodical approach to problem-solving.

The Role

We are seeking a motivated and detail-oriented Monitoring Engineer to join our Operations team, playing a critical role in actively monitoring and responding to security incidents and system outages. You will ensure seamless operation of our ACS (Access Control Systems) and Authentication systems by detecting potential issues, validating impact, coordinating response teams, and taking timely mitigation actions to minimize disruptions and maintain operational continuity. Acting as the first line of defence, you will respond to alerts, investigate incidents, and escalate issues to the appropriate internal development teams, while also seeking efficiencies in operations to enhance responsiveness to both crises and routine activities within a 24/7 environment.

Responsibilities

• Monitor ACS and Authentication systems and alerts to identify potential incidents.
• Respond promptly to alerts and investigate incidents.
• Deliver timely analysis, investigation and present key insights to internal stakeholders
• Collaborate with internal teams to resolve escalated issues quickly and efficiently.
• Assist in building and refining system alerts and Dashboards to improve detection capabilities.
• Contribute to enhancing incident response workflows and escalation protocols.
• Provide feedback to internal teams to improve system reliability and reduce false positives.

Skills and Experience

Successful candidates for this role will generally possess the following qualifications and skills:

• A bachelor’s degree or higher education (preferably in Engineering, Computer Science or IT)
• Knowledge of Service Delivery and incident management and escalation processes.
• Experience in querying SQL databases for analytical and diagnostic purposes
• Experience with building and maintaining modern monitoring, analysis and diagnostics systems, e.g. Prometheus, Zabbix, Nagios, Splunk, ELK, Grafana
• Scripting experience: eg Bash, Python or similar for writing new plugins for Nagios
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills (English Language).
• Ability to work flexible hours and shifts, including nights and weekends.
• Experience with monitoring tools like Splunk, Datadog, OpsGenie or similar platforms.
• Strong knowledge of AWS CloudWatch and AWS Lambda for setting up alerts and monitoring workflows.

• Extensive Hands-on experience with Prometheus and Grafana for advanced monitoring and dashboard management.

• Proficiency in OpenSearch, Kibana, or equivalent log management tools like Graylog.
• Expertise in Kubernetes (K8s) monitoring, preferably with a Certified Kubernetes Administrator (CKA) certification.

• AWS Solutions Architect (AWS SA) certification preferred.

• Certifications in management or IT service delivery (e.g., ITIL, PMP) are a plus.

• Demonstrated ability to work as a team player with excellent collaboration and management skills.