L1 Monitoring Support Engineer (Prometheus/Alertmanager, Loki, Grafana + OpenStack basics)

You will be the first line of support for Cloudoor's cloud platform: watching dashboards, triaging alerts and escalating clearly so problems reach the right person fast. It is a strong entry point into SRE, with a clear path to L2.

What you'll do
• Watch Grafana dashboards and spot when a service, host or customer workload looks unhealthy.
• Triage incoming Alertmanager alerts: confirm whether they are real, judge impact and urgency, and acknowledge them within agreed response times.
• Run first checks on Linux hosts (service status, logs, disk, memory, connectivity) and fix simple issues from runbooks.
• Open and update tickets for every incident, with a clear timeline of what you saw and did.
• Escalate to L2 with a concise write-up: what fired, what you checked, what you found, and the customer impact.
• Keep customers and internal teams informed while an incident is open.
• Flag noisy or unclear alerts and suggest runbook improvements.
• Join an on-call rotation once fully onboarded.

What you'll bring (required)
• Grafana dashboard navigation: reading panels, changing time ranges and variables, and comparing before/after an incident.
• Alert triage: telling real problems from noise, prioritising by impact, and knowing when to escalate.
• Linux basics: shell navigation, reading logs, checking processes, disk and memory, and using systemctl and journalctl.
• Ticketing and escalation writing: clear, structured tickets and hand-offs that another engineer can act on without asking questions.
• A calm, methodical approach under pressure.
• 0–2 years in IT support, NOC, monitoring or a related role. Strong graduates and career changers are welcome.

Nice to have
• Basic PromQL: reading and slightly adjusting existing queries.
• Basic LogQL: filtering Loki logs by service, label and keyword.
• Familiarity with OpenStack components (Nova, Neutron, Cinder, Keystone, Glance) and what each one does.

What success looks like after 6 months
• You triage alerts independently and acknowledge them within target times.
• Your escalations give L2 everything needed to start work straight away.
• You resolve common runbook incidents without help.