About the Job:
The Infrastructure Monitoring Analyst (L1 Support) focuses on monitoring, detection, and triaging of infrastructure events and alerts. The team ensures 24x7 visibility into enterprise systems using centralized tools, supports the proactive identification of incidents, and triggers response workflows by logging tickets into the ITSM system. This role is critical for maintaining operational stability and service continuity.
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Responsibilities:
- Monitor IT infrastructure alerts and events across network, server, and application systems using monitoring tools.
- Create and categorize tickets in the ITSM system (e.g., ServiceNow, BMC) upon detection of defined alerts or threshold breaches.
- Follow predefined workflows to notify relevant resolver groups or escalate incidents as needed.
- Maintain event logs and document issues accurately for further triage and resolution.
- Support initial validation of events based on standard checks, including false positive elimination.
- Collaborate with L1/L2 support teams for incident handover or follow-up.
- Ensure compliance with monitoring KPIs and SLAs for incident detection and ticket creation.
- Assist in the upkeep of monitoring dashboards and tools under supervision.
- Participate in periodic system health checks and basic IT operations tasks based on SOPs.
Basic Qualifications:
- Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent experience.
- 0–2 years of relevant experience in an IT monitoring or support role.
- Willingness to work 24x7 rotational shifts.
- Good analytical and problem-solving skills.
- Ability to handle repetitive monitoring tasks with diligence and accuracy.
Other Qualifications:
- An advanced degree in a relevant field is a plus.
- Good written and verbal communication skills.
- Customer-oriented approach is always expected.
- Proficiency in basic report preparation using Excel and documentation using word processing tools is essential.
- Basic familiarity with infrastructure domains such as Windows, Active Directory (AD), network, and servers is preferred.
