24/7 Monitoring Support Engineer

Job Description

• Proactive Monitoring: Guard the health of distributed systems using Nagios, Check MK, Zabbix, and Grafana, swiftly spotting anomalies to prevent downtime.
• Incident Triage: Apply ITIL Incident & Request Management in Jira Service Management / ServiceNow, categorising, prioritising, and escalating issues to the right resolver teams.
• Stability Safeguard: Run scheduled infrastructure checks (OS, network, databases, cloud resources) and execute corrective actions that keep SLAs on track.
• Collaboration Hub: Act as the communication bridge between internal squads, external vendors, and cloud providers (AWS, Azure, GCP) during critical events.
• Insightful Reporting: Maintain clear, up-to-date runbooks and dashboards so stakeholders have real-time visibility into platform health and incident trends.
• Continuous Improvement: Drive root-cause analysis for recurring problems and suggest automation or process enhancements that raise service reliability.

Qualifications

Must have:

• Very good communication skills and high attention to details
• Willingness to work in a 24/7 rotating shift schedule (day shifts and night shifts)
• Capability of recognizing problems and gathering information in order to solve them
• Sharp attention to detail with the ability to create and maintain accurate documentation
• Strong analytical approach and problem solving skills needed for complex issues
• Proactive attitude, active team participation, and a collaborative mindset
• Focus on customer service, user experience and delivery of organizational priorities
• Ability to efficiently collaborate with multiple teams and stakeholders
• Ability to stay organized, be pressure resilient and open to change
• Strong English language skills, both in writing and speaking

Nice to have:

• Basic ITIL awareness and operational knowledge is also considered an advantage.

Additional Information

At Accesa you can:

Enjoy our holistic benefits program that covers the four pillars that we believe come together to support our wellbeing, covering social, physical, emotional wellbeing, as well as work-life fusion.

• Physical Wellbeing: Our wellbeing program includes medical benefits, gym support, and personalised fitness options for an active lifestyle, complemented by team events and the Healthy Habits Club.
• Work-Life Fusion: In very dynamic industries such as IT, the line between our professional and personal lives can quickly become blurred. Having a one-size-fits-one approach gives us the flexibility to define the work-life dynamic that works for us.
• Emotional Wellbeing: We believe that to maintain our overall health, we need to invest in our mental wellbeing just as much as we do in our physical health, social connections or in achieving work-life balance.
• Social Wellbeing: As a growing community in a hybrid environment, we want to ensure we remain connected not just by the great work we do every day but through our passions and interests