Sr Analyst

Job Summary

Continuous monitoring of infrastructure, applications, networks, and security alerts using monitoring tools and dashboards. • Monitor alerts, events, service queues, and system health indicators and take appropriate first-level actions. • Perform basic troubleshooting using standard operating procedures (SOPs), runbooks, and knowledge base articles. • Identify, log, and raise incidents, service requests, and problem tickets in ServiceNow or designated ITSM tool. • Perform event correlation and alert triage to reduce noise and avoid duplicate or false alerts. • Escalate incidents to L2/L3 teams as per defined escalation matrix and SLA guidelines. • Ensure timely acknowledgement, tracking, and resolution coordination of alerts and tickets. • Communicate status updates to stakeholders and maintain accurate ticket documentation. • Monitor batch jobs, backups, scheduled tasks, and system availability. • Adhere to operational SLAs, OLAs, and compliance requirements. • Support 24x7 Command Center operations through rotational shifts. • Perform shift handovers with clear documentation of ongoing issues and actions. • Participate in incident bridges and follow instructions from incident managers. • Maintain and update monitoring documentation, SOPs, and escalation details. • Perform other operational duties as assigned.

Key Responsibilities

ITIL and Monitoring

Skill Requirements

Other Requirements