The aim is to state the overall significance of the job from the organization’s perspective.
The Monitoring Operations Center Engineer is responsible for continuously monitoring the health, availability and performance of IT production infrastructure, applications and digital services. The role serves as the first operational point for identifying alerts and service degradation, performing initial investigation and validation, creating or tracking incidents, escalating issues to the appropriate technical teams, and following incidents through resolution in accordance with agreed service-level agreements (SLAs).
KEY ACCOUNTABILITIES & ACTIVITIES
This section describes the principal outputs required from the job.
Key Accountabilities
Key Activities
Monitoring & Event Management
Continuously monitor production infrastructure, applications, networks, URLs and critical digital services.
Monitor dashboards, events, alerts and service-health indicators.
Identify service degradation, availability issues and abnormal conditions.
Validate alerts before escalation and distinguish actionable events from false or noisy alerts.
Monitor CPU, memory, disk, network connectivity, service status, application performance and logs.
Incident Management
Perform first-level analysis of monitoring alerts.
Create or validate incidents generated through monitoring systems.
Assign and escalate incidents to the appropriate L2/L3 support teams.
Track incidents until service restoration and closure.
Follow up with resolver teams and provide regular operational updates.
Ensure incidents are handled according to defined SLA and escalation procedures.
Initial Troubleshooting
Perform basic technical investigation before escalating an incident.
Review monitoring metrics, logs, event details and service status.
Check infrastructure resource utilization and connectivity.
Correlate related alerts where possible.
Collect relevant evidence, including timestamps, affected components, error messages, graphs and logs, for resolver teams.
Infrastructure & Application Monitoring
Monitor servers, operating systems and infrastructure utilization.
Monitor network devices and connectivity.
Monitor application availability and performance.
Monitor application and system logs.
Monitor URLs and external service availability.
Support end-to-end visibility of business-critical services.
Alert Handling & Escalation
Prioritize alerts according to severity and business or service impact.
Follow the defined notification and escalation matrix.
Escalate unresolved or recurring issues appropriately.
Reduce unnecessary escalation by conducting proper L1 validation.
Operational Communication & Shift Handover
Maintain clear incident notes and operational records.
Communicate significant alerts and incidents to relevant support teams.
Provide accurate handover of open incidents, ongoing issues and critical observations between shifts.
Escalate major production-impacting conditions promptly.
Reporting & Continuous Improvement
Support the preparation of daily and shift operational reports.
Identify recurring alarms and monitoring gaps.
Report false-positive or noisy alerts for tuning.
Participate in incident reviews when required.
Suggest improvements to dashboards, alerts and operational procedures.
Policies, Processes & Procedures
Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
Comply with all relevant safety, quality, and environmental management policies, procedures, and controls to ensure a healthy and safe work environment.
Information Security
Comply with all relevant information security practices and standards to ensure data integrity and confidentiality.
JOB SPECIFICATIONS
Academic and professional qualifications
Bachelor's degree in Computer Science, Information Technology, Computer Engineering or a related discipline.
ITIL Foundation, SolarWinds, Elastic, Linux, Microsoft, networking or observability certifications are advantageous but not mandatory.
Willingness to work within a shift-based operations environment where required.
Years and Nature of Experience
1–2years of experience in NOC, monitoring, IT operations, infrastructure support, application support, service operations or a similar technical role., Infrastructure Engineering, or related domains.
Basic knowledge of Windows and Linux operating systems.
• Basic server and infrastructure troubleshooting.
• Understanding of TCP/IP, DNS, HTTP/HTTPS and basic networking.
• Understanding of CPU, memory, disk and network performance metrics.
• Basic knowledge of application and system logs.
• Understanding of monitoring concepts, alerts, thresholds and events.
• Basic understanding of ITIL Incident Management.
• Ability to read dashboards and identify abnormal behavior.
• Familiarity with ticketing and ITSM systems.
• Basic understanding of SLA and escalation concepts.
• Basic scripting knowledge in Python, PowerShell or Bash is an advantage.
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