Job Summary

Key Responsibilities

• Manage system health, onboard new enterprise accounts, and maintain LogicMonitor collectors across on-premise, cloud, and hybrid environments.
• Create and configure LogicModules, DataSources, and PropertySources to meet specific monitoring requirements for new or unsupported devices.
• Write, test, and maintain scripts (in languages like Python, Groovy, and PowerShell) and REST API queries to automate daily workflows and alert thresholds.
• Develop and manage integrations between LogicMonitor and third-party ITSM, event management, or team collaboration tools.
• Design custom device dashboards for stakeholders and set up automated alert/incident workflows.
• Resolve incidents related to alert false-positives, metric collection failures, or faulty LogicModules.

Skill Requirements

• Solid understanding of enterprise network architectures, fault management, and monitoring protocols (e.g., SNMP, WMI, ICMP, CloudWatch APIs).
• Proficiency in scripting and automation languages including Python, Groovy, and PowerShell.
• Hands-on experience with REST API queries and automating repetitive tasks.
• Advanced knowledge of LogicMonitor concepts (Collectors, JobMonitors, LogicModules).
• Familiarity with IT service management (ITSM) systems, release/change management processes, and cloud networking (such as Azure or AWS).
• Strong analytical and logical thinking skills for complex infrastructure debugging.

• Ability to work well within cross-functional teams and collaborate on incident communication.

Other Requirements

As an L2 Support Engineer focused on Power BI and Grafana, you will be a critical middle layer in our IT support structure, responsible for diagnosing and resolving complex technical issues related to our business intelligence (BI) and infrastructure monitoring platforms. This role requires a deep understanding of both tools, the ability to perform root cause analysis (RCA), and collaboration with development and infrastructure teams to ensure high availability and performance of critical systems. 

Key Responsibilities:

• Perform in-depth analysis and troubleshooting of complex problems related to Power BI reports/dashboards and Grafana monitoring systems.
• Conduct Root Cause Analysis (RCA) for recurring incidents and coordinate with other teams for permanent fixes.
• Monitor system health, application logs, and dashboards to proactively detect and resolve issues.
• Optimize the performance of existing Power BI data models, reports, and SQL queries.
• Ensure data accuracy, consistency, and integrity within BI and monitoring systems.
• Perform configuration updates and system patching for supported applications.
• Assist in the testing and deployment of new software releases and hotfixes in staging and production environments.
• Create and update dashboards/alerts as requested by stakeholders, making minor modifications to DAX queries or data sources.
• Collaborate with cross-functional teams (Data Engineering, Infrastructure, QA, Business Units) to ensure seamless operations.
• Maintain detailed documentation, including standard operating procedures (SOPs), runbooks, and knowledge base articles for common issues.

Required Skills and Experience:

• Open to work in 24x7 shift and rotational on-call support
• 3-5+ years of experience in an Application Support, Production Support, or BI Developer role, preferably at an L2 capacity.
• Proficiency in Microsoft Power BI development, including Power BI Desktop, Power Query (M), and DAX calculations.
• Strong hands-on experience with Grafana for monitoring and visualization, including setting up data sources, dashboards, and alert rules.
• Strong knowledge of SQL for data querying, manipulation, and analysis.
• Familiarity with database management systems (e.g., SQL Server, Oracle) and data warehousing concepts.
• Experience with scripting languages (e.g., Python, PowerShell, Shell scripting) for automation of routine tasks is a plus.
• Exposure to cloud environments (Azure preferred for Power BI integration) is beneficial.
• Strong analytical and problem-solving abilities, with keen attention to detail.
• Excellent written and verbal communication skills, with the ability to translate technical issues for non-technical audiences.
• Ability to work under pressure, manage multiple priorities, and participate in on-call rotations.
• A proactive, team-oriented approach to problem-solving.
• Bachelor's degree in Computer Science, Information Technology, or a related field.