Job Summary

Continuous monitoring of infrastructure, applications, networks, and security alerts using monitoring tools and dashboards. Monitor alerts, events, service queues, and system health indicators and take appropriate first-level actions. Perform basic troubleshooting using standard operating procedures (SOPs), runbooks, and knowledge base articles. Identify, log, and raise incidents, service requests, and problem tickets in ServiceNow or designated ITSM tool. Perform event correlation and alert triage to reduce noise and avoid duplicate or false alerts. Escalate incidents to L2/L3 teams as per defined escalation matrix and SLA guidelines. Ensure timely acknowledgement, tracking, and resolution coordination of alerts and tickets. Communicate status updates to stakeholders and maintain accurate ticket documentation. Monitor batch jobs, backups, scheduled tasks, and system availability. Adhere to operational SLAs, OLAs, and compliance requirements. Support 24x7 Command Center operations through rotational shifts. Perform shift handovers with clear documentation of ongoing issues and actions. Participate in incident bridges and follow instructions from incident managers. Maintain and update monitoring documentation, SOPs, and escalation details. Perform other operational duties as assigned.

Key Responsibilities

Monitoring and Alert Management: Monitor alerts, events, dashboards, and queues in real time. Acknowledge and triage alerts as per severity and impact. Identify recurring issues and escalate appropriately. Incident and Ticket Management: Create, update, and maintain incident and service request tickets. Ensure accurate categorization, prioritization, and documentation. Follow up on escalated tickets and track to closure. Troubleshooting and Escalation: Perform basic troubleshooting using runbooks and SOPs. Escalate unresolved issues to L2/L3 teams within SLA timelines. Communication and Reporting: Provide timely updates to stakeholders and shift leads. Participate in incident bridges and follow incident manager directions. Shift Operations: Ensure proper shift handover with detailed documentation. Maintain operational discipline during shifts.

Skill Requirements

Basic knowledge of Windows/Linux operating systems. Familiarity with ITIL processes such as Incident, Problem, and Change Management. Strong communication and coordination skills. Ability to follow SOPs and work under defined processes.

Other Requirements

NA