monitoring tool - Mumbai - confidential

    confidential
    confidential Mumbai

    1 day ago

    Full time
    Description

    Key Responsibilities:

    1. Monitoring Tool Support:
    • Provide L2 support for various monitoring tools (e.g., Nagios, Zabbix, Splunk, Prometheus, SolarWinds, AppDynamics, New Relic, etc.).
    • Troubleshoot and resolve escalated alerts, incidents, and issues related to system performance, application health, network connectivity, and infrastructure availability.
    • Collaborate with L1 support teams to assist in the diagnosis and resolution of simpler issues.
    1. Incident & Problem Management:
    • Handle escalated incidents from L1 support, providing root cause analysis (RCA) and resolution.
    • Track and maintain records of incidents, problems, and resolutions within the ticketing system (e.g., ServiceNow, JIRA).
    • Ensure SLA compliance for issue resolution and follow-up on tickets to meet agreed-upon timelines.
    1. Alert Management:
    • Review and manage monitoring alerts for critical systems, servers, databases, and applications.
    • Ensure alerts are appropriately categorized and routed for resolution.
    • Investigate and respond to false positives or irrelevant alerts to maintain the integrity of the monitoring system.
    1. Performance Monitoring & Reporting:
    • Continuously monitor system health, application performance, and network traffic to proactively identify issues before they affect services.
    • Maintain and improve monitoring dashboards to reflect the current health of the environment.
    • Generate regular reports for system performance and uptime, providing recommendations for improvements or preventive actions.
    1. Tool Configuration & Optimization:
    • Assist in the configuration and tuning of monitoring tools to ensure they provide meaningful and actionable data.
    • Customize monitoring thresholds, alerts, and notifications to align with the organization's operational needs.
    • Continuously improve the monitoring setup to ensure that it effectively supports the evolving infrastructure and application stack.
    1. Documentation & Knowledge Sharing:
    • Document troubleshooting procedures, known issues, and best practices for the monitoring tools.
    • Share knowledge and insights with L1 support teams to improve their troubleshooting capabilities.
    • Maintain user manuals or standard operating procedures (SOPs) for monitoring tool management and escalation processes.
    1. Collaboration & Communication:
    • Collaborate with DevOps, System Admins, and Network Engineers to resolve infrastructure or application performance issues.
    • Communicate effectively with internal teams regarding ongoing incidents, resolution timelines, and potential impacts on services.
    1. Proactive System Improvements:
    • Work with the IT Operations team to identify and implement proactive measures to improve the overall system performance and reduce downtime.
    • Provide input for optimizing monitoring thresholds, reducing false alarms, and implementing new monitoring solutions or features.

    Required Qualifications:

    • 2-5 years of experience in L2 support or operations with monitoring tools.
    • Strong understanding of IT infrastructure, including servers, databases, networks, and applications.
    • Hands-on experience with monitoring tools (e.g., Nagios, Zabbix, Prometheus, Splunk, AppDynamics, New Relic, etc.).
    • Experience working with alert management systems and troubleshooting complex issues.
    • Familiarity with cloud environments (AWS, Azure, GCP) and the related monitoring tools.
    • Solid understanding of system performance metrics and the ability to identify and troubleshoot issues based on performance data.
    • Experience using ticketing systems (e.g., ServiceNow, JIRA, Zendesk) for incident management and tracking.
    • Proficiency in Linux/Unix and Windows Server operating systems.
    • Scripting knowledge (e.g., Bash, Python, PowerShell) for automating monitoring tasks and alerts.
    • Good understanding of networking concepts (DNS, HTTP, TCP/IP, etc.) and their impact on monitoring.
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