Key Responsibilities

- Monitor production applications, infrastructure, and network services; assess alerts and events for potential customer or business impact.
- Perform initial fault isolation and execute approved runbook or standard recovery actions within the Level 1 support scope.
- Create, update, and maintain accurate incident records, including impact, actions taken, resource engagement, status, and restoration details.
- Escalate unresolved issues to the appropriate Level 2 or engineering team; page on-call resources, confirm response, and track progress through resolution.
- Support Major Incident and working bridges by initiating the meeting when required, engaging participants, maintaining timelines, documenting actions and decisions, and supporting stakeholder updates.
- Validate service restoration with resolver teams and ensure required operational documentation is complete before handoff or closure.

Required Qualifications

- Relevant degree, technical diploma, or equivalent skilled experience in IT operations, computer science, networking, or a related field.
- 3–6 years of experience in production support, NOC,



enterprise operations, infrastructure monitoring, or a similar high-availability environment.
- Working knowledge of ITIL-aligned Incident, Major Incident, Change, and Problem Management practices.
- Experience with enterprise monitoring and observability tools such as Splunk, SolarWinds, SevOne, PRTG, ThousandEyes, LogicMonitor, or comparable platforms.
- Practical knowledge of Windows and Linux environments, web and middleware services, and core infrastructure concepts.
- Foundational networking knowledge, including TCP/IP, DNS, routing, firewalls, VPN/IPsec, SNMP, NetFlow, and syslog-based monitoring.
- Strong written and verbal English communication skills, including concise technical summaries and stakeholder updates.
- Ability to prioritize multiple events, follow documented procedures, maintain attention to detail, and work effectively under pressure.
- Ability to collaborate across distributed application, infrastructure, network, service desk, vendor, and engineering teams.

📌 Lead Software Engineer (Hyderabad)
🏢 Virtusa
📍 Hyderabad