Bachelor's degree; OR 4 years of relevant education and/or experience.
2+ years of experience supporting enterprise applications, infrastructure, cloud platforms, or production environments, including troubleshooting across multiple technology domains.
Strong analytical and problem-solving skills, with the ability to correlate monitoring, logging, and operational data to diagnose issues and restore critical business services.
Experience with enterprise monitoring and observability tools such as Splunk, Dynatrace, Datadog, New Relic, Grafana, AppDynamics, Azure Monitor, or similar platforms.
Ability to analyze logs, traces, metrics, and application performance data to identify service degradation and outage conditions.
Familiarity with Kubernetes, OpenShift, Docker containers, and microservice-based applications.
Understanding of API-driven architectures and integration technologies.
Experience with ServiceNow, Jira, Confluence, or similar operational platforms.
Understanding of Incident, Problem, Change, Event, and Knowledge Management processes.
Experience working within Incident Management processes and operational support procedures, with the ability to coordinate technical teams and communicate effectively during service disruptions.
Experience supporting highly regulated industries such as financial services, insurance, or healthcare; ITIL Foundation certification and Azure or AWS certifications preferred.