Senior Application support engineer (L1 ) at Nix

N-iX is a global software development service company that helps businesses across the globe create next-generation software products. Founded in 2002, we unite 2,400+ tech-savvy professionals across 40+ countries, working on impactful projects for industry leaders and Fortune 500 companies. Our expertise spans cloud, data, AI/ML, embedded software, IoT, and more, driving digital transformation across finance, manufacturing, telecom, healthcare, and other industries. Join N-iX and become part of a team where your ideas make a real impact. Core Responsibilities The support team is responsible for providing 24/7 production monitoring and first-line incident management to ensure system stability. • 24/7 System Monitoring: Continuous monitoring of solution components within Microsoft Azure, including Backend microservices (ASP.NET Core), API Gateway (YARP), and Frontend (Next.js). • Alert Handling: Real-time review of all alerts generated by Azure Application Insights and validation against defined thresholds. • Incident Intake & Triage: Receiving, classifying, and logging incidents reported via the JIRA Portal. • L1 Resolution: Execution of predefined corrective actions based on Standard Operating Procedures (SOPs). • Timely Escalation: Escalating tickets to L2 support when code/configuration changes are required or the issue exceeds the L1 scope. • User Communication: Maintaining end-to-end communication with users through designated JIRA channels throughout the ticket lifecycle. • Documentation: Detailed logging of all investigation steps, actions taken, and resolution outcomes. • SOP Refinement: Identify gaps in procedures and document new "Type Other" incidents. • Performance Analysis: Analyze incident trends, escalation patterns, and SLA performance • Leadership: Lead knowledge transfer (KT) sessions and support onboarding of L1 engineers • Decision Making: Validating issue criticality and deciding on immediate escalation for P1/Critical issues. • Service Improvement: Contribute to improving monitoring quality and reducing alert noise General Requirements • Experience: 4+ years of proven experience • Technical Stack Proficiency: Basic understanding of ASP.NET Core microservices, MySQL connectivity, and web frontend architectures. • Monitoring Tools: Hands-on experience with Azure dashboards and Application Insights. • Process Knowledge: Familiarity with ITIL Incident Management practices and SOP-based troubleshooting. • Platform Skills: Proficiency in using JIRA for ticket management and status tracking. • SLA Commitment: Ability to work in a 24/7 shift environment and meet strict targets: • Acknowledgment: ≤ 30 minutes. • Initial Investigation: ≤ 30 minutes after acknowledgment. • L1 Resolution: ≤ 4 hours. Language: English - upper-intermediate+, Spanish (nice to have) We offer*: • Flexible working format - remote, office-based or flexible • A competitive salary and good compensation package • Personalized career growth • Professional development tools (mentorship program, tech talks and trainings, centers of excellence, and more) • Active tech communities with regular knowledge sharing • Education reimbursement • Memorable anniversary presents • Corporate events and team buildings • Other location-specific benefits *not applicable for freelancers