Junior Associate - Junior Associate

Key Responsibilities : Monitoring & Incident Management :

• Monitor real-time alerts and notifications from the monitoring systems related to databases, middleware, and applications.
• Perform initial triage of incidents, categorize, and escalate to the appropriate teams as required.
• Ensure that issues are logged, tracked, and resolved within the defined service level agreements (SLAs).
• Respond to system alarms and performance issues, ensuring the system operates smoothly.
• Coordinate with cross-functional teams to resolve system outages and incidents.

Documentation & Reporting :

• Document incident details, resolutions, and root cause analysis for future reference.
• Maintain accurate records of monitored systems, processes, and troubleshooting steps.
• Prepare and present daily, weekly, or monthly performance and incident reports.

Collaboration & Escalation :

• Collaborate with L2 / L3 support teams for complex troubleshooting and issue resolution.
• Maintain effective communication with both internal stakeholders and external vendors, ensuring timely updates on incident resolution.

Preventive Measures :

• Participate in post-incident reviews and assist in identifying patterns or recurring issues.
• Suggest and implement improvements to monitoring processes or procedures to prevent future incidents.

Qualifications : Education & Experience :

• Bachelor s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 1-3 years of experience in IT support, monitoring, or application support.

Technical Skills :

• Basic understanding of IT infrastructure, networks, and cloud platforms.
• Hands-on experience with monitoring tools (e.g., Nagios, SolarWinds, Zabbix, or others).
• Experience with incident management and ticketing systems (e.g., ServiceNow, JIRA, Remedy).

Soft Skills :

• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to prioritize and manage time effectively in a fast-paced environment.
• Ability to work under pressure and meet tight deadlines.
• Attention to detail and ability to follow processes and procedures.
• Preferred : Experience with cloud technologies (AWS, Azure, etc.).
• Certification in relevant IT fields (e.g., ITIL, CompTIA, or database-related certifications).

Work Environment : 24 / 7 shift environment, including weekends and holidays (if applicable).

• On-call support as needed.

Skills Required

Databases, Incident Management, Monitoring, ticketing systems , Middleware, Cloud Technologies