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.
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
- 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
Skills Required
- 4+ years of proven experience
- Basic understanding of ASP.NET Core microservices
- Hands-on experience with monitoring tools like Azure dashboards
- Familiarity with ITIL Incident Management practices
- Proficiency in using JIRA for ticket management
What We Do
N-iX is a global software solutions and engineering services company that helps world’s leading organizations turn challenges into lasting business value, operational efficiency, and revenue growth using advanced technology. Whether you need to build a custom solution, modernize your digital product or acquire extra tech expertise - we have the experience and capabilities to ensure your success. With over 2,000 professionals in 25 countries across Europe and the Americas, N-iX offers expert solutions in cloud, data analytics, embedded software, IoT, AI, machine learning, and other tech domains. Being in business for over two decades, we have worked with dozens of industry-leading enterprises and Fortune 500 companies creating value across a wide variety of sectors, including finance, manufacturing, supply chain, retail, e-commerce, healthcare, and more. Our unique combination of business domain expertise and technical know-how enables us to effectively collaborate with ISVs, tech companies, and enterprises of all sizes. Thanks to the strong tech ecosystem and partnerships with AWS, GCP, Microsoft, SAP, OpenText, Snowflake, and others, we bring extra speed, scale and efficiency to more than 160 organizations across the globe. N-iX is recognized by numerous industry awards, such as CRN Solution Provider 500, Global Outsourcing 100 by IAOP, ISG Provider Lens™, Modern Application Development services providers by Forrester, etc
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