Senior Engineer - Desk Side Services, AMT Asset Management Software

Experience: Not Available to Not Available years

Location: Madurai, India

Skills: ITIL, SolarWinds, Service Now, Windows, Linux, Network fundamentals, Excel, PowerPoint

Job Summary
The Integrated Command Center (ICC) Analyst is responsible for 24×7 proactive monitoring, incident coordination, and operational governance across infrastructure, applications, and business services. The role acts as a single-pane-of-glass operations hub, ensuring service availability, faster MTTR, and seamless coordination between Service Desk, Platform Teams, and Business Stakeholders. This role is a horizontal operations function focused on event management, incident triage, SLA adherence, and continuous service improvement.

Key Responsibilities

Job Responsibilities :
Key Responsibilities
1. Monitoring & Event Management
• Perform real-time monitoring of infrastructure, applications, and business services using enterprise monitoring tools
• Correlate alerts and identify true incidents vs noise
• Own end-to-end event lifecycle from detection to closure
• Trigger SOP-based actions and automate first-level responses wherever applicable

2. Incident & Major Incident Management
• Act as L1.5 / Command Center support, performing SOP-driven resolution
• Perform incident triage, prioritization, and assignment to L2/L3 teams
• Coordinate Major Incident Management (MIM) including:
• Bridge setup
• Stakeholder communication
• Timeline tracking
• Post-incident closure support
• Ensure MTTR reduction and SLA/XLA compliance

3. Service Coordination & Stakeholder Management
• Serve as the central coordination point between:




• Service Desk
• Platform teams (Network, Windows, Linux, Cloud, Middleware, Storage)
• Vendors / OEMs / ISPs
• Provide clear, timely updates to internal and client stakeholders
• Track vendor tickets and follow up on escalations

4. Reporting & Governance
• Prepare and publish:
• Daily / Weekly / Monthly operational reports
• SLA, availability, incident trend dashboards
• Track recurring incidents and support problem management inputs
• Support governance calls with accurate metrics and insights

5. Knowledge & Process Management
• Maintain and enhance SOPs, runbooks, and knowledge articles
• Ensure process adherence and audit readiness
• Support shift-left initiatives by identifying automation and SOP opportunities

6. Continuous Improvement & Automation Support
• Analyze incident and alert trends to recommend alert optimization
• Work with Automation / AIOps teams for:
• Event correlation
• Auto-remediation
• Reduction of manual effort
• Contribute to service improvement and operational maturity initiatives

Skill Requirements
• Strong incident coordination and multitasking ability
• Excellent documentation and reporting skills
• Proficient in Excel / PowerPoint for operational reporting
• Ability to work under pressure in high-severity incident scenarios

Other Requirements
• Solid understanding of ITIL processes (Incident, Event, Problem, Change)
• Experience in 24×7 Command Center / NOC / SOC / ICC operations
• Hands-on exposure to monitoring tools (any of the following):
• SolarWinds, Service Now
• Basic understanding of:
• Windows / Linux
• Network fundamentals

📌 Senior Engineer Desk Side Services, AMT Asset Management Softwar (Madurai)
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