About the job
Join our dynamic IT Infrastructure team at Keywords Studios as a Monitoring and Support Engineer, where your expertise will help us drive technology initiatives and ensure seamless operations. In this pivotal role, you will be responsible for continuous monitoring of our IT infrastructure, swiftly addressing incidents, and providing first-line support for infrastructure issues.
Key Responsibilities:
- Monitor incidents to ensure compliance with Service Level Agreements (SLAs).
- Conduct initial troubleshooting of Infrastructure incidents.
- Proactively maintain network and service availability.
- Document incidents and alerts with comprehensive technical details.
- Restore services and escalate complex issues to Level 3 experts as needed.
- Engage in Problem Management processes for ongoing improvements.
- Communicate effectively with customers regarding incidents and outages.
- Identify and implement process improvements to enhance efficiency.
- Contribute to the creation of documentation to empower Service Desks with knowledge articles for Level 1 support.
- Assist in reporting on infrastructure monitoring data and incidents.
- Apply best practices and lessons learned to optimize project outcomes.

