SeniorAdministrator - Monitoring Tools, Event Monitoring
India
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Job Description
SeniorAdministrator - Monitoring Tools, Event Monitoring
Hyderabad, Telangana

Job Summary

Role Summary L2 Support Engineer responsible for handling incidents, monitoring alerts, and performing advanced troubleshooting across network and server environments. The role involves working on ticketing tools such as ICM and ServiceNow, performing analysis of SNMP/ICMP issues, and supporting onboarding of devices/services to monitoring platforms. Preferred Experience • 2–4 years of experience in IT operations / NOC / Infrastructure support • Exposure to enterprise environments and incident management systems • Experience in device onboarding and monitoring setup

Job Description : Role Summary\\\\r\\\\nL2 Support Engineer responsible for handling incidents, monitoring alerts, and performing advanced troubleshooting across network and server environments. The role involves working on ticketing tools such as ICM and ServiceNow, performing analysis of SNMP/ICMP issues, and supporting onboarding of devices/services to monitoring platforms.\\\\r\\\\n\\\\r\\\\nPreferred Experience\\\\r\\\\n• 2–4 years of experience in IT operations / NOC / Infrastructure support\\\\r\\\\n• Exposure to enterprise environments and incident management systems\\\\r\\\\n• Experience in device onboarding and monitoring setup\\\\r\\\\nKey Responsibilities\\\\r\\\\n1. Incident Management & Ticket Handling\\\\r\\\\n• Monitor and manage incidents through ServiceNow and ICM tools\\\\r\\\\n• Perform detailed incident triage, investigation, and resolution\\\\r\\\\n• Ensure timely ticket acknowledgment and updates as per SLA guidelines\\\\r\\\\n• Coordinate with L1/L3 teams for escalations and resolution tracking\\\\r\\\\n• Maintain accurate work notes and documentation in tickets\\\\r\\\\n________________________________________\\\\r\\\\n2. Monitoring & Alert Handling\\\\r\\\\n• Continuously monitor infrastructure alerts using monitoring tools (e.g., SevOne, Azure monitoring systems)\\\\r\\\\n• Analyze alerts related to network, servers, and infrastructure components\\\\r\\\\n• Validate alerts and eliminate false positives where applicable\\\\r\\\\n• Perform proactive monitoring and escalate critical alerts\\\\r\\\\n________________________________________\\\\r\\\\n3. Networking & Server Troubleshooting\\\\r\\\\n• Perform basic to intermediate troubleshooting for: \\\\r\\\\no Network protocols (SNMP, ICMP, connectivity issues)\\\\r\\\\no Device reachability and latency issues\\\\r\\\\no Linux server-related issues (SSH access, service checks, logs)\\\\r\\\\n• Diagnose issues such as: \\\\r\\\\no Device unreachable / SNMP agent not responding\\\\r\\\\no ICMP ping failures or latency\\\\r\\\\n• Coordinate with site/network teams for physical/remote troubleshooting\\\\r\\\\n________________________________________\\\\r\\\\n4. Tool & Service Onboarding\\\\r\\\\n• Support onboarding of services/devices into: \\\\r\\\\no ICM (Incident Management)\\\\r\\\\no Monitoring platforms (SNOW, ICM)\\\\r\\\\n• Configure service mappings, alert routing, and escalation workflows\\\\r\\\\n• Maintain service tree and incident management configurations\\\\r\\\\n________________________________________\\\\r\\\\n5. SLA & Operational Compliance\\\\r\\\\n• Adhere to SLA metrics such as: \\\\r\\\\no Time to Acknowledge (TTA)\\\\r\\\\no Time to Triage (TTT)\\\\r\\\\no Time to Resolve (TTR)\\\\r\\\\n• Follow standard operating procedures for incident management\\\\r\\\\n• Ensure audit compliance with proper documentation of activities\\\\r\\\\n\\\\r\\\\n________________________________________\\\\r\\\\n
 

 

Key Responsibilities

 1. Incident Management & Ticket Handling • Monitor and manage incidents through ServiceNow and ICM tools • Perform detailed incident triage, investigation, and resolution • Ensure timely ticket acknowledgment and updates as per SLA guidelines • Coordinate with L1/L3 teams for escalations and resolution tracking • Maintain accurate work notes and documentation in tickets ________________________________________ 2. Monitoring & Alert Handling • Continuously monitor infrastructure alerts using monitoring tools (e.g., SevOne, Azure monitoring systems) • Analyze alerts related to network, servers, and infrastructure components • Validate alerts and eliminate false positives where applicable • Perform proactive monitoring and escalate critical alerts ________________________________________ 3. Networking & Server Troubleshooting • Perform basic to intermediate troubleshooting for: o Network protocols (SNMP, ICMP, connectivity issues) o Device reachability and latency issues o Linux server-related issues (SSH access, service checks, logs) • Diagnose issues such as: o Device unreachable / SNMP agent not responding o ICMP ping failures or latency • Coordinate with site/network teams for physical/remote troubleshooting ________________________________________ 4. Tool & Service Onboarding • Support onboarding of services/devices into: o ICM (Incident Management) o Monitoring platforms (SNOW, ICM) • Configure service mappings, alert routing, and escalation workflows • Maintain service tree and incident management configurations ________________________________________ 5. SLA & Operational Compliance • Adhere to SLA metrics such as: o Time to Acknowledge (TTA) o Time to Triage (TTT) o Time to Resolve (TTR) • Follow standard operating procedures for incident management • Ensure audit compliance with proper documentation of activities ________________________________________

Skill Requirements

Required Skills & Qualifications Technical Skills • Experience with ServiceNow and ICM ticketing tools • Understanding of network protocols (SNMP, ICMP, TCP/IP) • Basic Linux administration (Logs, SSH, process checks) • Familiarity with monitoring tools (ICMP etc.) • Incident and alert troubleshooting skills Soft Skills • Strong analytical and problem-solving skills • Effective communication & documentation skills • Ability to work in shifts and high-pressure environments • Team collaboration and coordination capability

Other Requirements

Basic knowledge of Linux and Windows like basic troubleshooting and patching of servers.
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.