The Infrastructure Monitoring Analyst (L1 Support) focuses on monitoring, detecting, and triaging infrastructure events and alerts. This role ensures 24x7 visibility into enterprise systems using centralized tools, supporting proactive identification of incidents and triggering response workflows by logging tickets into the ITSM system. This function 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 alerts or threshold breaches.
- Follow predefined workflows to notify relevant resolver groups or escalate incidents when needed.
- Operate in a 24x7 shift environment, including night and weekend shifts.
- Maintain event logs and document issues accurately for further triage and resolution.
- Support initial validation of events based on standard checks.
- 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.
Qualifications:
Basic Qualifications:
- Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent experience.
- Minimum of 3+ 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.
- Basic familiarity with infrastructure domains such as Windows, AD, network, and servers is preferred.
- Proficiency in basic report preparation using Excel and documentation using word processing tools is essential.
- Strong attention to detail and ability to follow runbooks/SOPs precisely.
- Good written and verbal communication skills.
- A customer-oriented approach is expected.
