Job Summary

24x7 Monitoring & Operational Coverage

• Provide and sustain round-the-clock monitoring and alert coverage across global business units and regional platforms.
• Ensure seamless operational support as new geographies, applications, and platforms are onboarded.
• Maintain service continuity without coverage gaps during shift transitions and operational escalations.

2. Business-Correlated Monitoring & Early Detection

• Drive the correlation of IT telemetry, infrastructure events, and application alerts with business transaction impacts.
• Enable earlier detection of customer and business-facing issues through proactive monitoring strategies.

3. Major Incident Management (MIM)

• Effectively support Major Incident bridges while maintaining adequate operational coverage.
• Coordinate concurrent incidents without compromising monitoring effectiveness.
• Ensure timely escalation, stakeholder communication, and resolution tracking during critical incidents.

4. Monitoring Optimization & Alert Management

• Continuously review, tune, and optimize alert configurations in partnership with application owners and sustainment teams.
• Identify and reduce false-positive alerts to improve operational efficiency and focus on actionable events.
• Contribute to monitoring maturity initiatives and alert rationalization efforts.

5. Alert Governance & Data Quality

• Ensure accurate and consistent tagging and classification of alerts.
• Maintain monitoring data integrity during periods of high alert volume and operational noise.
• Support reporting accuracy through disciplined alert management practices.

6. Root Cause Analysis (RCA) Ownership

• Drive Root Cause Analysis activities through to final closure.
• Reduce repeated stakeholder engagements by ensuring comprehensive and accurate problem investigation.

7. Incident Ownership & Closure Management

• Maintain clear visibility of incident ownership, status, and closure progress.
• Ensure incidents are actively tracked through resolution rather than limited to notification and escalation activities.
• Drive accountability across support teams for timely closure of operational issues.

8. Stakeholder Coordination & Follow-Through

• Proactively engage sustainment and resolver groups to obtain acknowledgments, updates, and issue resolution.
• Eliminate the need for repeated manual follow-ups through disciplined operational governance.
• Act as a central coordination point during critical operational events.

9. Incident Reporting & Communication

• Produce consistent, accurate, and timely incident reports for operational and leadership stakeholders.
• Standardize reporting formats, communication cadence, and escalation updates across teams.
• Ensure transparency and visibility of operational health and incident status.

10. Severity Assessment & Escalation Management

• Apply established severity criteria consistently across all operational events.
• Make informed decisions regarding escalations, incident creation, and Major Incident declaration.
• Reduce delays caused by uncertainty in impact assessment and incident classification.

11. Shift Handover & Operational Continuity

• Ensure structured and complete handovers between shifts.
• Communicate monitoring concerns, active incidents, known issues, and product updates effectively.
• Maintain continuity of operational ownership across regions and support teams.

12. Business Impact Assessment

• Rapidly assess and communicate business impact during operational incidents.
• Provide leadership with clear understanding of customer, revenue, and operational risks.
• Support data-driven prioritization and decision-making during critical events.

Required Skills & Experience

• Experience in NOC, Command Center, Service Operations, Incident Management, or Monitoring Operations.
• Strong understanding of enterprise monitoring and observability platforms.
• Hands-on experience managing Major Incidents and stakeholder communications.

Key Responsibilities

• Knowledge of ITIL Incident, Problem, and Major Incident Management processes.
• Strong analytical and root-cause investigation skills.
• Excellent communication and executive reporting capabilities.
• Ability to work effectively in a fast-paced 24x7 support environment.
• Experience coordinating across multiple support partners, application teams, and infrastructure teams.

Preferred Qualifications

• ITIL Foundation or equivalent certification.
• Experience with enterprise monitoring platforms, ServiceNow Event Management, or similar tools.
• Experience supporting global business-critical applications and services.
• Familiarity with business service monitoring, observability, and operational governance models.

Success Measures

• Monitoring coverage adherence and operational continuity.
• Reduction in false-positive alerts.
• Improved alert-to-incident correlation accuracy.
• Identifying & proposing Major Incident contributors, before an impact is caused. 
• Timely Major Incident management and stakeholder communications.
• RCA completion and closure effectiveness.
• Incident ownership and closure compliance.
• Consistency of reporting and handover quality.
• Improved proactive detection and business-impact visibility.

Skill Requirements

• Knowledge of ITIL Incident, Problem, and Major Incident Management processes.
• Strong analytical and root-cause investigation skills.
• Excellent communication and executive reporting capabilities.
• Ability to work effectively in a fast-paced 24x7 support environment.
• Experience coordinating across multiple support partners, application teams, and infrastructure teams.

Preferred Qualifications

• ITIL Foundation or equivalent certification.
• Experience with enterprise monitoring platforms, ServiceNow Event Management, or similar tools.
• Experience supporting global business-critical applications and services.
• Familiarity with business service monitoring, observability, and operational governance models.

Success Measures

• Monitoring coverage adherence and operational continuity.
• Reduction in false-positive alerts.
• Improved alert-to-incident correlation accuracy.
• Identifying & proposing Major Incident contributors, before an impact is caused. 
• Timely Major Incident management and stakeholder communications.
• RCA completion and closure effectiveness.
• Incident ownership and closure compliance.
• Consistency of reporting and handover quality.
• Improved proactive detection and business-impact visibility.

Other Requirements