Mid-Level Support Engineer

We are hiring a Mid-Level Support Engineer to manage and optimize our monitoring framework using OpenText (OBM, APM, SiteScope, OO & NNMi), Dynatrace, and SolarWinds. This role will focus on proactive monitoring, root cause analysis, automation, and service improvements across critical IT infrastructure and applications.

Responsibilities

• Configure, tune, and optimize monitoring rules, dashboards, and alerts across OBM, Dynatrace, and SolarWinds.
• Perform deep-dive analysis of recurring incidents and drive problem resolution.
• Collaborate with development, infrastructure, and DevOps teams to improve observability and reduce noise in monitoring.
• Develop custom scripts and automation for monitoring integrations and alert enrichment.
• Conduct capacity planning, performance tuning, and predictive analysis using monitoring tools.
• Mentor and support L1/L2 engineers in troubleshooting and escalations.
• Participate in on-call support for high-priority incidents.
• Proficient in configuring and tuning monitoring policies in HP Sitescope for diverse infra/app components.
• Hands-on experience creating and enhancing workflows in HP Operations Orchestration (OO) for automation.
• Skilled in leveraging HP Service Manager (SM) and Service Portal for problem management and stakeholder reporting.

Requirements

• Strong working knowledge of application & infrastructure monitoring tools (OBM, Dynatrace, SolarWinds).
• Good understanding of APM, NPM, SNMP, WMI, and log monitoring techniques.
• Scripting knowledge (PowerShell, Python, or Shell) for automation of monitoring tasks.
• Hands-on experience with incident, problem, and change management.
• Strong troubleshooting and analytical skills across infrastructure layers (network, server, middleware, DB, app).
• Experience: 3–6 years in IT monitoring, infrastructure, or application support.