Senior Helpdesk Support (level 1)

Responsibilities:

• Monitor application and infrastructure health using tools such as New Relic, OpenSearch, CloudWatch, and Mimir.
• Identify, validate, and escalate anomalies — including feed interruptions, API delays, publishing failures, and service degradations.
• Maintain 24/7 visibility across global systems and ensure alerting thresholds are accurate and effective.
• Execute system-level checks, reboots, or job restarts following documented Runbooks / SOPs.
• Act as first technical responder for system alerts and SEV-1 events.
• Open and manage bridge calls for high-severity incidents.
• Provide accurate real-time communication between OCC, engineering, editorial, and infrastructure teams.
• Document incident actions, resolution steps, and follow-up items for postmortems and RCA reviews.

Qualifications:

• Strong understanding of system and application monitoring tools (CloudWatch, OpenSearch, New Relic, Datadog, etc.)
• Knowledge of Linux/Unix commands for log review and service checks
• Familiarity with APIs, feeds, and media publishing flows (particularly for content delivery systems)
• Understanding of CI/CD deployment monitoring (Jenkins, GitHub Actions, or similar)
• Experience in 24/7 operations or command center environments
• Familiarity with SEV-level classifications and bridge coordination
• Ability to synthesize logs, alerts, and dashboard signals to escalate efficiently