Technical Support Engineer 2

Key Responsibilities

• Provide technical support fo infrastructure and application monitoring using

  Datadog

  , and related tools.
• Lead and coordinate

  Major Incident Management

  processes, ensuring timely resolution and stakeholder communication.
• Capable of managing critical outage situations by coordinating across multiple teams, including hardware, application software, network and security, to effectively resolve incidents.
• Analyze and troubleshoot complex issues escalated from Tier 1 support.
• Configure and optimize monitoring dashboards, alerts, and integrations.
• Collaborate with engineering and operations teams to implement preventive measures and improve system reliability.
• Utilize

  ServiceNow ITSM

  for incident, problem, outage and change management workflows.
• Support cloud-based environments (AWS, Azure, GCP) and leverage

  AI Ops tools

  for predictive monitoring and automation.
• Maintain compliance with SLAs and escalation procedures during critical incidents.
• Ensure governance and compliance for

  Datadog

  and

  ServiceNow

  configurations and workflows.
• Communicate effectively with technical and non-technical stakeholders during and after incidents.
• Evaluate current SOPs and develop new ones to document insights gained from incidents and daily operations.

Required Skills & Qualifications

• 5 years

  of experience in technical support or IT operations.
• Strong hands-on experience with

  Datadog

  and monitoring best practices.
• Proven track record in

  Major Incident Management

  and ITIL processes.
• Excellent

  verbal and written communication skills

  .
• Ability to work in a

  24x7 support environment

  with rotational shifts.
• Exposure to

  cloud platforms

  (AWS, Azure, GCP) and

  AI Ops tools

  .
• Experience with

  ServiceNow ITSM

  for ticketing and workflow management.

Preferred Qualifications

• Bachelors degree in information technology, Computer Science, or a related field.
• ITIL Foundation certification or equivalent.
• Familiarity with automation and scripting for monitoring enhancements.