Incident Monitoring Engineer

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Please find the complete JD below and let me know if you are interested.

Job Title: Incident Monitoring Engineer

Location: Normal, IL (Onsite from day 1)

Duration: Contract

Job Description

• Work in rotational shifts to provide 24/7 monitoring support for IT infrastructure.
• Monitor in-scope infra, Apps and Cloud Management with various monitoring tools for example
• Monitoring Tool : Moogsoft, Splunk, iTOM, Big Panda, Solarwinds, SCOM, Dynatrace,
• AppDynamics, Net cool, Tivoli, HP NNM, HP OVO, LogicMonitor, Grafana, Science Logic,
• Nagios, Nimsoft, Zabbix, ManageEngine, DataDog, Vmware, WhatsUp Gold, New Relic, SiteScope
• ITSM Tool : Service Now. Cherwell, Remedy, HPSC, HPSM, Salesforces, Service Desk Plus
• Batch Job Scheduler : Control-M, Autosys, Redwood, Dollar Universe (DU), TWS, Tidal,
• IBM Workload Automation .
• Analyze, acknowledge & record each & every Alert / Event / Situation in the monitoring tools &
• Create incidents as per their impact (Severity)
• Escalation & Notification to the relevant teams & stakeholders to ensure SLA compliance &
• minimal impact on the business.
• Strict adherence to the specified response & resolution timelines mentioned in SLA. (Resolution
• includes where level 1.5 troubleshooting is in Teams scope.
• Act as a trigger for the critical incident management process by involving the technical & Critical
• incident management team.
• Coordinate with all the technical teams to assist in providing accurate & timely updates to the
• Technical Team and customer counterpart till issue resolution.
• Coordinate all faulty hardware replacement, capacity expansion, server installation/decommissioning & other project management initiatives with the vendors,
• partners, internal teams.
• Train & absorb the level 1.5 troubleshooting and other operational tasks from the various
• technical tracks.
• Assist the team lead in updating the run book and other technical and process documents for
• benefit of the entire team.
• Escalate any inconsistencies in the monitoring environment with respect to the monitoring tool
• configuration, alert thresholds, alert message enrichment & false alerts.
• Handover any incomplete tasks, open alerts, incidents and outages reports to the next shift.
• Discuss operational challenges and constraints in team meetings and with the management to
• ensure timely resolution.
• Coordinate with Hands and feet support team for Faulty Hardware replacement. Escalate the
• Environment Monitoring Alerts to H&F team and co-ordinate for resolution

EXPERIENCE & SKILL

• 3-4 Years of University education post High school (B.Sc. or BCA or Diploma)
• 1-2 Years of working experience in Information Technology
• Preferred Certification in ITIL/MSCE/MSCA/CCNA or RHCE.
• Preferably 1-2 Years of alert monitoring/management experience.
• Should be aware of ITIL's Event, Incident, Problem and Change management module.
• Should have worked in high pressure work environments and ability to multitask.
• Basic understanding of L1.5 support
• Experience on Windows/Unix Servers, AD, Network Devices, Database, Storage & Backup, Job
• Scheduling or Cloud computing.
• Excellent Verbal and written communication skills.
• Incident lifecycle process
• Event to Incident management lifecycle
• Backup Job Monitoring : Start, restart, check error, Tape management
• Backup monitoring tools like Networker / legato/ Veritas NetBackup.