Sr Systems Engineer

We are looking for a motivated Sr System Engineer from within our team to step into a client-facing, operationally critical role. If you have a solid foundation in application support, infrastructure monitoring, and thrive in a fast-paced 24×7 environment, we want to hear from you. What You Will Do • Support a 24×7 operational environment across rotational shifts, ensuring continuous service availability. • Own Level 2 analysis, troubleshooting, and resolution of application and infrastructure incidents. • Conduct recording reviews to evaluate user experience and measure service impact. • Collect and analyse application logs; escalate complex cases to the Development team with clear documentation. • Serve as a trusted point of contact for clients — tracking open issues, driving resolutions, and delivering an exceptional service experience. • Prepare and deliver weekly/monthly client read-outs and progress presentations. • Identify, qualify, and drive issue/bug remediation to closure across the client base. • Maintain a living record of known issues and fixes, ensuring consistent resolution across all clients. • Investigate complex application and database performance issues and lead them through to resolution. • Convert recurring known issues into proactive alerts and collaborate with operations teams to build sustainable workflows. • Author and maintain clear technical and operational procedure documentation. • Participate in daily/weekly technical and leadership calls, providing timely progress updates. • Build strong, collaborative relationships with customers and internal team members. • Provide technical guidance to customers, helping strengthen their skills and confidence. What We Are Looking For • 5+ years of experience in proactive support and infrastructure/application monitoring. • Familiarity with Global Command Center, Service Desk, or Frontline Monitoring operations. • Demonstrated ability to uphold team, account, and client policies and procedures. • Hands-on experience with Application/Infrastructure Monitoring tools and solutions. • Solid experience with Windows Server environments, .NET-based application support, IIS, worker processes, Web.config, and Event Logs. • Foundational knowledge of networking and Azure Monitoring. • Intermediate SQL skills — including SQL Jobs, queries, blocking scenarios, and Always On configuration. • Experience with ITSM platforms such as ServiceNow or equivalent Service Desk tools. • Basic understanding of ITIL framework (V3.0 Foundation certification is an advantage). • Ability to create clear, visually compelling data reports using Power BI, Excel pivot tables, and charts. • Strong command of written and verbal English; international support experience (US or Europe preferred). Nice to Have • Exposure to healthcare-related applications or patient care environments. • Practical experience with Azure cloud environments. Qualifications • Bachelor's degree in Computer Science, Information Technology, or a related field. • Relevant IT certification(s) are a plus. • Excellent interpersonal and communication skills — written and verbal — with a customer-first mindset.