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.
Robust 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