Roles and Responsibilities:

1. Monitoring and Alert Management:

   - Monitor alerts related to servers, storage, databases, networks, security devices, software, applications, AD, SAP, and Citrix services.

   - Handle alerts arriving on the monitoring console, validate them, and log incident tickets in ITSM tools as per the situation.

   - Ensure all alerts and events are managed according to process guidelines and initiate the incident management process when necessary.

   - Filter out unnecessary alerts and escalate genuine issues to L2/L3 support teams to reduce their workload.

2. Incident Management:

   - Prioritize incidents based on severity levels defined by standard threshold parameters.

   - Follow the relevant escalation matrix to ensure smooth functioning of support groups and service delivery within agreed SLAs.

   - Rapidly identify and respond to incidents, providing inputs for critical incident management and issue resolution.

   - Audit incidents created by team members to ensure accuracy and adherence to processes.

3. Service Improvement and Knowledge Transfer:

   - Contribute to continual service improvement by highlighting problem areas and participating in problem and change management.

   - Deliver knowledge transfer sessions to new joiners as per the training framework.

   - Maintain a centralized knowledge base to support ongoing operations and training.

4. Coordination and Reporting:

   - Coordinate and collaborate between various teams based on process requirements and situational needs.

   - Provide monitoring support for systems, networks, storage, databases, and batch schedule jobs.

   - Ensure monitoring solutions are effectively added, modified, and deleted from the monitoring system.

   - Act as the single point of contact for all monitoring requirements and ensure effective monitoring and escalation.

   - Generate and provide data/reports related to alerts and incident tickets to IT support staff as required.

5. SLA and Email Management:

   - Achieve defined SLAs for incident resolution and monitoring tasks.

   - Monitor emails through the group mailbox and ensure no alerts or emails are missed.

   - Assign incidents to the appropriate support groups based on updates and defined processes.

   - Ensure alert correlation with ongoing activities during planned changes.

6. ITIL and Process Adherence:

   - Leverage ITIL processes and tools for monitoring.

   - Act as the first point of contact for identifying issues through alerts and events in the IT landscape.

 Qualifications and Skills:

Bachelor's degree in Computer Science, Information Technology, or a related field.

Proven experience in a NOC or similar IT monitoring role.

Strong knowledge of IT infrastructure components including servers, storage, databases, networks, and security devices.

Proficiency in using ITSM tools and monitoring software.

Familiarity with ITIL processes and frameworks.

Excellent problem-solving and analytical skills.

Strong communication and collaboration skills.

Ability to work in a 24x7 operational environment.