Avantor is looking for Associate Alerting & Scheduling as a part of the IT ServiceDesk organization, reporting to the Assistant Manager of Scheduling and Alerting, the associate supports enterprise monitoring and scheduling operations by validating IT system alerts, investigating incidents, and ensuring timely escalation to maintain operational stability and service reliability. This role ensures proactive incident identification, effective escalation management, and continuous improvement of monitoring and scheduling processes while collaborating with cross-functional IT teams.
MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)
- Monitor real-time alerts of infrastructure (servers, databases, storage, networks and cloud resources) and security alerts. Acknowledge, prioritize and triage alerts.
- Perform in-depth monitoring for P1 and P2 critical applications, identifying performance anomalies, service degradation, and availability risks.
- Conduct initial investigation and alert validation, ensuring proper incident classification and escalation to OpsCenter, Service Desk, or L2/L3 teams in line with the defined SLAs.
- Act as the first responder for critical alerts and notify the Outage Management Team when required.
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Support enterprise job scheduling operations across SAP and other scheduling platforms, ensuring successful job execution and initiating recovery actions for failures.
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Co-ordinate with application teams for job scheduling changes and releases.
- Identify and suppress false, redundant alerts focusing on alert, threshold optimization.
- Follow proper escalation matrix to route alerts efficiently. Maintain effective collaboration with cross-functional IT teams.
- Prepare and maintain weekly/daily operational reports using Excel and monitoring tools such as Pager duty, AWS cloud watch, Dynatrace etc.,
- Draft change requests, assess impact, and validate changes to ensure minimal to no business disruptions.
- Actively participate in problem ticket reviews, identify process gaps, improvement areas and adhere to corrective actions.
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Co-ordinate with application teams for job scheduling changes and releases.
- Ensure proper handovers across shifts (24/7).
- Flexible working in night shifts and availability for on-call duty including weekends on a rotational shift basis.
- Perform other duties as assigned.
QUALIFICATIONS (Education/Training, Experience and Certifications)
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Bachelor’s degree or equivalent experience within an enterprise level corporate IT environment is required.
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6 months to 2 years of relevant experience.
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Experience in IT monitoring is highly desirable.
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Direct experience with Jenkins, Nprinting, Cloudwatch, Qlikview, SolarWinds, Redwood, Datadog, OpManager and/or PagerDuty is highly desirable.
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Certifications in AWS or ITIL is a plus.
KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)
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Knowledge of ITIL based Incident, Problem and Change Management processes.
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Strong problem solving and analytical skills.
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Ability to self-start and to effectively participate in a team environment.
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Ability to be an on-call escalation point for production support and scheduled off-hours/weekend work if/when required.
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Ability to examine, summarize, and effectively present data when required.
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Commitment to high professional and ethical standards in a diverse workplace.
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.
Why Avantor?
Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.
The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.
We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!
EEO Statement:
We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.
If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
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3rd party non-solicitation policy:
By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation
