Job Summary We are looking for a proactive and enthusiastic professional to join our Incident Management & Alert Monitoring team. The candidate will be responsible for monitoring application and infrastructure alerts, coordinating incident resolution, tracking service disruptions, managing escalations, and supporting root cause analysis activities to ensure smooth business operations. Required Skills 1. Understanding of Incident Management, Problem Management, and Escalation Management processes. 2. Basic knowledge of application and infrastructure monitoring concepts. 3. Valuable analytical and troubleshooting skills. 4. Excellent verbal and written communication skills. 5. Ability to work in a 24x7 rotational shift environment. Tools & Technologies 1. Dynatrace/ Any monitoring tool 2. HPSM (HP Service Manager) 3. Jira 4. Banking/Insurance domain knowledge Preferred Skills 1. Knowledge of Power BI for reporting and dashboard creation. 2. Understanding of ITIL processes. 3. Exposure to application support or production support environments. 4.
Knowledge or experience in Insurance or Banking domains will be an added advantage. Key Responsibilities 1. Monitor and manage application, infrastructure, and business alerts on a 24x7 basis. 2. Identify, analyse, and respond to production incidents within defined SLAs. 3. Perform initial troubleshooting and coordinate with support teams for issue resolution. 4. Drive incident management activities from detection to closure. 5. Follow defined escalation processes and engage relevant stakeholders during critical incidents. 6. Maintain incident records, updates, and communication through ticketing tools. 7. Support Root Cause Analysis (RCA) and Problem Management processes. 8. Prepare daily, weekly, and monthly operational reports and dashboards. 9. Track recurring issues and recommend preventive actions. 10. Ensure timely communication to business and technical stakeholders during incidents. Educational Qualification B.E./B.Tech, BCA, MCA, B.Sc (IT/Computer Science) or equivalent qualification.