Engineer Application Engineering

About the Role

Elm Company is seeking an Engineer for its Monitoring Operations Center in Riyadh, Saudi Arabia. This full-time role is critical for ensuring the continuous health, availability, and performance of IT production infrastructure, applications, and digital services. The Engineer serves as the initial point of contact for identifying alerts, investigating service degradation, and managing incidents through resolution, adhering to established service-level agreements (SLAs).

Key Responsibilities

• Continuously monitor production infrastructure, applications, networks, URLs, and critical digital services.
• Monitor dashboards, events, alerts, and service-health indicators to identify service degradation or abnormal conditions.
• Perform first-level analysis of monitoring alerts, validate actionable events, and distinguish them from false positives.
• Create or validate incidents, assign and escalate them to appropriate L2/L3 support teams, and track them until resolution.
• Conduct basic technical investigations, review monitoring metrics, logs, and service status, and collect relevant evidence for resolver teams.
• Prioritize alerts based on severity and business impact, following defined notification and escalation matrices.
• Maintain clear incident notes, communicate significant alerts, and provide accurate shift handovers.
• Support the preparation of daily and shift operational reports, identify recurring alarms, and suggest improvements to monitoring procedures.
• Comply with all relevant departmental policies, processes, and information security standards.

Qualifications and Experience

• 0-1 year of experience in a relevant field.
• Willingness to work within a shift-based operations environment.
• Basic knowledge of Windows and Linux operating systems.
• Basic server and infrastructure troubleshooting skills.
• Understanding of TCP/IP, DNS, HTTP/HTTPS, and basic networking concepts.
• Familiarity with CPU, memory, disk, and network performance metrics.
• Basic knowledge of application and system logs.
• Understanding of monitoring concepts, alerts, thresholds, and events.
• Basic understanding of ITIL Incident Management, SLAs, and escalation procedures.
• Ability to read dashboards and identify abnormal behavior.
• Familiarity with ticketing and ITSM systems.
• Basic scripting knowledge in Python, PowerShell, or Bash is an advantage.

Work Environment

This position is based in Riyadh, Riyadh, Saudi Arabia, and requires working within a shift-based operations environment to ensure continuous monitoring and support.