The IT Operations Monitoring Analyst is responsible for providing first-level monitoring support across enterprise monitoring platforms to ensure proactive detection and escalation of infrastructure and application events. The role focuses on continuous monitoring, alert review, incident identification, ticket management, and execution of documented Standard Operating Procedures (SOPs) while adhering to established operational governance and escalation processes.
Key Responsibilities
Monitoring & Event Management Monitor enterprise monitoring tools including Splunk, SolarWinds, Dynatrace, AppDynamics/Splunk Observability, Turbonomic, and other approved monitoring platforms. Review alerts and events generated from monitoring tools. Identify potential incidents based on monitoring thresholds and alert conditions. Perform initial triage and impact assessment of monitoring alerts. Ensure timely response to monitoring events during assigned support hours. Incident Management Create, update, and maintain incident tickets in the ITSM platform.
Document findings, observations, and actions taken during monitoring activities. Ensure incidents are categorized and prioritized according to defined procedures. Maintain accurate tracking and follow-up of open incidents. SOP Execution Execute operational procedures strictly according to approved SOPs and Knowledge Base articles. Perform predefined recovery, validation, and notification activities documented in SOPs. Follow all operational controls and governance requirements. Maintain compliance with documented support processes. Escalation Management Escalate ambiguous situations, exceptions, break-fix requirements, configuration issues, and non-documented scenarios to designated support teams. Engage on-call and onshore support teams as required. Follow established escalation matrices and communication procedures. Ensure proper handoff and tracking of escalated issues. Operational Governance M