Job Summary
Key Responsibilities 1. Monitoring Operations (Hands-on) • Perform real-time monitoring of infrastructure alerts/events using monitoring tools. • Analyze alerts, validate events, and perform initial triage and L1 troubleshooting. • Ensure proactive detection of issues to prevent service disruption. 2. Incident & Escalation Management • Take ownership of P1/P2 incidents, ensuring timely escalation to L2/L3 teams. • Act as Incident Commander / SPOC during critical outages. • Drive adherence to SLA, escalation matrix, and response timelines. • Ensure proper ticket logging, tracking, and closure governance. 3. Team Leadership & Shift Management • Lead and supervise ICC monitoring analysts (L1 team). • Allocate workload and ensure 24x7 coverage with shift governance. • Provide technical guidance for alert handling and troubleshooting. • Conduct daily shift handover reviews and briefing sessions. 4. Command Center Governance • Act as central command point for all infrastructure incidents. • Ensure effective cross-team coordination (Infra / Apps / Vendors) • Manage communication during outages with stakeholders. 5. SOP & Process Adherence • Ensure all monitoring activities follow defined SOPs and runbooks. • Identify gaps in SOPs and drive continuous improvements. • Ensure compliance with ITIL processes (Incident, Event, Escalation). 6. Monitoring Effectiveness & Optimization • Review alerts for false positives and noise reduction. • Drive alert tuning, event correlation, and monitoring coverage improvement. • Work with L2 teams for monitoring gap closure and automation opportunities. 7. Reporting & Governance • Track and report: o Incident trends o Alert volumes o SLA compliance • Support daily/weekly/monthly operational reporting. • Drive RCA inputs for recurring issues and improvement actions.
Key Responsibilities
Key Responsibilities 1. Monitoring Operations (Hands-on) • Perform real-time monitoring of infrastructure alerts/events using monitoring tools. • Analyze alerts, validate events, and perform initial triage and L1 troubleshooting. • Ensure proactive detection of issues to prevent service disruption. 2. Incident & Escalation Management • Take ownership of P1/P2 incidents, ensuring timely escalation to L2/L3 teams. • Act as Incident Commander / SPOC during critical outages. • Drive adherence to SLA, escalation matrix, and response timelines. • Ensure proper ticket logging, tracking, and closure governance. 3. Team Leadership & Shift Management • Lead and supervise ICC monitoring analysts (L1 team). • Allocate workload and ensure 24x7 coverage with shift governance. • Provide technical guidance for alert handling and troubleshooting. • Conduct daily shift handover reviews and briefing sessions. 4. Command Center Governance • Act as central command point for all infrastructure incidents. • Ensure effective cross-team coordination (Infra / Apps / Vendors) • Manage communication during outages with stakeholders. 5. SOP & Process Adherence • Ensure all monitoring activities follow defined SOPs and runbooks. • Identify gaps in SOPs and drive continuous improvements. • Ensure compliance with ITIL processes (Incident, Event, Escalation). 6. Monitoring Effectiveness & Optimization • Review alerts for false positives and noise reduction. • Drive alert tuning, event correlation, and monitoring coverage improvement. • Work with L2 teams for monitoring gap closure and automation opportunities. 7. Reporting & Governance • Track and report: o Incident trends o Alert volumes o SLA compliance • Support daily/weekly/monthly operational reporting. • Drive RCA inputs for recurring issues and improvement actions.
Skill Requirements
Technical Skills • Strong exposure to: o Infrastructure monitoring (Server, Storage, Network, DB) o Tools: Moogsoft, DX IM, SCOM, SolarWinds, Azure Monitor, etc. • ITSM tools (ServiceNow / BMC Helix / Jira) Process & Leadership Skills • Strong ITIL knowledge (Incident / Event / Problem) • Experience in Major Incident Management (P1/P2 handling) • Stakeholder communication & escalation handling • Ability to lead shifts and manage operations teams Behavioral Competencies • High ownership & accountability • Strong decision-making during incidents • Excellent communication (client-facing) • Ability to work in 24x7 operations environment
Other Requirements
Infra monitoring Lead