L2 IT Monitoring Specialists

AI Talent Hunt is hiring for its partners.

Client sector: Healthcare (US-based) | Engagement: Full-time, remote, minimum 1 year | Billing: Hourly

We have 3 L2 IT Monitoring Specialist positions, to monitor systems for a US healthcare client during US nighttime hours.

Positions open: 3 L2

Industry: Healthcare (US-based client)

Department: IT Operations / Monitoring

Reporting line: L2 reports to the client's IT operations contact (to be confirmed)

Work location: Remote

Employment type: Full-time, dedicated resources

Contract duration: Minimum 1 year

Role Overview:

The team monitors systems, applications, and alerts during US nighttime hours, detects issues, and escalates them to the right technical team through documented procedures. This is a monitoring and escalation function, not a software development position. No coding skills are required.

Work Schedule

Coverage is aligned to US Pacific Time (PST) on a rotational shift arrangement.

Day: Coverage (PST)

Monday to Friday: 12 hours per day, 18:00 to 06:00

Saturday and Sunday: 24 hours per day

Local-time equivalents for weekday shifts:

• India (UTC+5:30): approx. 07:30 to 19:30 (06:30 to 18:30 during US daylight saving time)

Schedule conditions:

• Rotational shifts, including weekend rotation
• US public holidays are worked
• Shift timings are adjusted for US daylight saving changes
• Continuous coverage with structured shift handovers

Roles and Responsibilities

Core Responsibilities

• Monitor systems, applications, dashboards, and alerts to confirm normal operations
• Identify unusual behavior, errors, outages, and potential technical issues
• Acknowledge and assess alerts in line with established procedures
• Escalate incidents and critical alerts to the appropriate technical or engineering team in a timely manner
• Document incidents, observations, and actions taken in the monitoring or ticketing system
• Follow Standard Operating Procedures (SOPs) and escalation protocols
• Maintain accurate incident logs and prepare shift handover reports
• Communicate system status clearly to team members and technical personnel
• Perform basic troubleshooting only when guided by documented procedures
• Complete monitoring activities consistently throughout the assigned shift
• Reset or restart servers in accordance with documented client procedures and approvals
• Handle escalations from L1 and validate issues before engaging engineering teams
• Apply documented troubleshooting steps and runbooks with greater independence
• Guide L1 team members during shifts

Qualifications and Skills

Required

• Basic understanding of IT systems, networks, applications, and operating systems
• Strong attention to detail and ability to recognize unusual system behavior
• Good written and verbal English communication
• Ability to follow technical instructions, SOPs, and escalation procedures
• Problem-solving skills and willingness to learn
• Reliable internet connection and a suitable remote-work environment
• Willingness to work rotational shifts, weekends, and US public holidays

Preferred

• Prior experience in IT monitoring, NOC, help desk, technical support, or IT operations
• Experience in a 24/7 IT operations or monitoring environment
• Monitoring tools such as Zabbix, PRTG, Nagios, Datadog, Grafana, or similar
• Ticketing platforms such as Jira Service Management, ServiceNow, or similar
• Basic knowledge of incident management, system availability, network connectivity, and server monitoring
• 2 to 4 years of experience in NOC, IT operations, or infrastructure support
• Hands-on experience with Windows and/or Linux server environments
• Working knowledge of incident management and escalation workflows
• Prior experience as a team lead or shift lead is a plus; no separate Team Lead position is required

Specific tool experience is not mandatory for candidates with relevant monitoring experience and a willingness to learn.

Compliance and Security

Because the client operates in healthcare, all resources must:

• Maintain strict confidentiality of systems, data, and any sensitive information encountered
• Complete data-privacy and security awareness training (HIPAA awareness is an advantage)
• Sign an NDA and comply with client security policies
• Pass background verification as required by the client
• Work from a secure, private environment with a reliable internet connection

Terms of Engagement

• Employment basis: Full-time for all roles
• Shifts: Rotational
• US public holidays: Covered
• Daylight saving: Schedule adjustments required
• Contract duration: Minimum 1 year
• Tools: Access provided by the client
• Training: Client SOPs and runbooks shared during onboarding

Evaluation Criteria

• Relevant monitoring, NOC, or IT operations experience
• English communication quality
• Ability to commit to the schedule and retain staff for the full contract term
• Quality of the rostering and backup plan
• Commercial competitiveness
• Speed of onboarding