Job Summary
Provides first‑level monitoring and operational triage to ensure timely detection and routing of issues impacting critical business and clinical services.
Key Responsibilities
• Monitor alerts and events across in‑scope platforms; validate alerts and distinguish true incidents from noise; log, classify, and route incidents in ITSM; perform initial triage using approved runbooks; escalate to resolver teams per priority and escalation matrix; maintain accurate ticket updates and handoffs.
Skill Requirements
Experience with monitoring/event management tools; solid ITSM fundamentals; ability to follow SOPs and runbooks; clear written and verbal communication; prior experience supporting Life Sciences or Healthcare environments is preferred.