Key Responsibilities

• Monitor infrastructure alerts and events through Microsoft SCOM console.
• Analyze Critical and Warning alerts and perform initial triage.
• Create and manage incidents in ServiceNow based on monitoring events.
• Perform first-level investigation and identify potential business impacts.
• Escalate incidents to appropriate support teams such as Windows, Linux, Network, Storage, Database, or Application teams.
• Coordinate with on-call support teams during non-business hours for critical production issues.
• Support Major Incident Management (P1/P2) processes and provide required updates during bridge calls.
• Track incident progress and ensure timely resolution within SLA targets.
• Monitor server health, CPU utilization, memory consumption, disk space, availability, and service status.
• Validate monitoring agent status and identify monitoring gaps or agent failures.
• Assist in Root Cause Analysis (RCA) documentation for recurring alerts and incidents.
• Generate operational reports, alert trend analysis, and monitoring dashboards.
• Maintain operational runbooks, SOPs, and knowledge base articles.
• Work closely with infrastructure teams to fine-tune alert thresholds and eliminate false positives.
• Participate in shift handovers and ensure accurate communication of ongoing incidents and updates.
• Ensure adherence to ITIL processes including Incident, Problem, Change, and Major Incident Management.
• Support monitoring coverage for Windows, Linux, Virtual Servers, Applications, and Enterprise Infrastructure components.

Monitoring Tools

• Microsoft System Center Operations Manager (SCOM)
• Infrastructure Monitoring and Event Management
• Alert Correlation and Event Analysis

Bachelor's Degree in Computer Science, IT, or related discipline.Microsoft SCOM Administration certification (preferred).ITIL Foundation Certification (preferred).Experience supporting enterprise environments with large-scale server monitoring.Strong analytical, troubleshooting, and communication skills.