MONITORING TOOL - L2

Key Responsibilities :

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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 :

Skills Required

Jira, zendesk, Aws, Azure