Service Desk Lead (Application Monitoring & Incident Management)

Key Responsibilities

1. Monitor production applications, infrastructure, and business services using APM and monitoring tools.
2. Detect, investigate, troubleshoot, and escalate incidents in accordance with established SLAs and operational procedures.
3. Manage major incidents and coordinate with technical teams to ensure timely issue resolution. Serve as the primary point of contact for clients during incidents, providing regular updates and status communications.

4. Track incidents, problems, and service requests through ticketing systems and maintain accurate documentation.
5. Perform incident categorization, prioritization, root cause tracking, and post-incident reporting. Coordinate with Engineering, DevOps, Infrastructure, Security, and Product teams for issue resolution.

6. Monitor application performance, service availability, and business transaction health using tools such as Dynatrace, Datadog, New Relic, or similar platforms.
7. Escalate critical issues, service disruptions, and operational risks to relevant stakeholders.



Support operational readiness and continuous service improvement initiatives.

Participate in shift handovers and ensure seamless operational coverage in a 24x7 environment.

Contribute to future Security Operations Centre (SOC)-lite initiatives, including basic security event monitoring and escalation.

Required Qualifications 6-8 years of experience in Service Desk, Application Support, NOC, Incident Management, or IT Operations roles.

Strong experience with Application Performance Monitoring (APM) tools such as: Dynatrace, Datadog, New Relic, AppDynamics (preferred)

Experience in managing production incidents and critical business-impacting events.

Proven experience in client-facing support and stakeholder communication.

Solid understanding of ITIL-based Incident, Problem, and Change Management processes.

Ability to analyse logs, alerts, monitoring dashboards, and system health indicators.

Willingness to work in a 24x7 rotational shift environment.

📌 SRE Lead- Noida | Biz2X | 5 days WFO
🏢 BIZ2X Platform Private
📍 Noida