Service Monitoring Engineer

• Monitor all IT dashboards covering Infrastructure, Applications, Security, and service/incident tickets on a 24/7 basis.
• Continuously monitor system alerts, incidents, service availability, and performance indicators.
• Identify and validate P1 and P2 incidents and immediately notify the relevant Service Leads and support teams.
• Track incidents through to acknowledgement and ensure timely escalation as per defined SLA and escalation procedures.
• Monitor logged tickets and follow up on outstanding or high-priority incidents.
• Maintain accurate monitoring logs, incident records, and shift handover reports.
• Coordinate with Infrastructure, Application, Security, Network, and other technical teams during major incidents.
• Escalate recurring alerts, service degradation, and potential service-impacting issues to the appropriate teams.
• Ensure proper shift handover and communicate all open/high-priority issues to the incoming team.
• Follow established ITIL, incident management, and major incident management processes.

Desired Candidate Profile

• 3–6 years of experience in IT Service Monitoring / NOC / Service Operations.
• Experience monitoring Infrastructure, Applications, Security, and IT service environments.
• Good understanding of P1/P2 incident management and escalation procedures.
• Knowledge of ITIL and SLA-based service management.
• Experience with monitoring dashboards and ITSM/ticketing tools.
• Strong troubleshooting, communication, and coordination skills.
• Ability to work effectively in a 24/7 shift environment.
• Ability to remain calm and respond quickly during critical service outages and major incidents.

Skills

IT Service Monitoring

Incident Management

ITIL