Gautam Buddha Nagar, Uttar Pradesh
Job Summary
To offer advanced technical support , troubleshooting and doing root cause analysis to ensure positive customer feedback.
Key Responsibilities
Key Responsibilities
Monitor infrastructure alerts and events through Microsoft SCOM console.
Analyze Critical and Warning alerts and perform initial triage.
Create and manage incidents in ServiceNow based on monitoring events.
Perform first-level investigation and identify potential business impacts.
Escalate incidents to appropriate support teams such as Windows, Linux, Network, Storage, Database, or Application teams.
Coordinate with on-call support teams during non-business hours for critical production issues.
Support Major Incident Management (P1/P2) processes and provide required updates during bridge calls.
Track incident progress and ensure timely resolution within SLA targets.
Monitor server health, CPU utilization, memory consumption, disk space, availability, and service status.
Validate monitoring agent status and identify monitoring gaps or agent failures.
Assist in Root Cause Analysis (RCA) documentation for recurring alerts and incidents.
Generate operational reports, alert trend analysis, and monitoring dashboards.
Maintain operational runbooks, SOPs, and knowledge base articles.
Work closely with infrastructure teams to fine-tune alert thresholds and eliminate false positives.
Participate in shift handovers and ensure accurate communication of ongoing incidents and updates.
Ensure adherence to ITIL processes including Incident, Problem, Change, and Major Incident Management.
Support monitoring coverage for Windows, Linux, Virtual Servers, Applications, and Enterprise Infrastructure components.
Skill Requirements
Monitoring Tools
Microsoft System Center Operations Manager (SCOM)
Infrastructure Monitoring and Event Management
Alert Correlation and Event Analysis
Other Requirements
Bachelor's Degree in Computer Science, IT, or related discipline.Microsoft SCOM Administration certification (preferred).ITIL Foundation Certification (preferred).Experience supporting enterprise environments with large-scale server monitoring.Strong analytical, troubleshooting, and communication skills.
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