- Monitor systems, servers, databases, and applications using enterprise monitoring tools.
- Perform advanced triage of alerts to determine real impact, scope, and urgency.
- Interpret alerts and determine relevance and severity based on runbooks and service mappings.
- Handle complex cases where symptoms are unclear or involve multiple dependent services.
- Execute predefined first-level troubleshooting steps for Windows, Linux, and databases.
- Evaluate alerts in the context of SLAs and business-critical services.
- Perform basic connectivity and system health checks.
- Mentor junior team members on troubleshooting steps and escalation decision-making.
- Execute actions and tasks following runbooks and verify expected outcomes.
- Refine, validate, and create runbooks, SOPs, and troubleshooting playbooks where needed.
- Escalate incidents to second-level support or on-call teams when defined thresholds or conditions are met.
- Identify recurring issues and raise problem tickets for root cause analysis.
- Record incident details, actions taken, and escalation information accurately in the ITSM system.
- Lead communication during major or high-impact incidents until L2/L3 ownership is confirmed especially outside of business hours.
- Maintain shift logs and follow structured handover procedures.
- Contribute suggestions for automation and service reliability improvements.

`},{title:"Monitoring Alert Handling",content:`
- Continuously monitor SIX Global Infrastructure and Services through enterprise monitoring tools (e.g. BMC Helix Operations Management).
- Acknowledge, analyze, and classify alerts (false positive vs. genuine incident).
- Identify whether alerts are informational, warning, or critical and act accordingly.

`},{title:"First-Level Troubleshooting",content:`
- Perform initial troubleshooting for Windows Servers (e.g., checking services, restarting processes, analyzing event logs, extending filesystem).
- Execute basic Linux checks (e.g., disk space usage, CPU/memory utilization, log file review, restart services where defined, local user management).
- Conduct basic database connectivity checks (e.g., SQL query tests, log monitoring, availability checks, basic user and database management).
- Resolve standard issues using documented SOPs and knowledge base articles.

`},{title:"Incident Triage Management",content:`
- Record all incidents in the ITSM system (e.g BMC Remedy)



with complete details including Incident enrichment.
- Perform triage by determining incident impact, urgency, and responsibility.
- Apply defined workarounds or fixes for known issues within first-level scope.
- Escalate unresolved or critical issues promptly to second-level support or on-call engineers.
- Ensure smooth and timely handover between shifts, documenting open incidents clearly.

`},{title:"Escalation Coordination",content:`
- Contact on-call specialists for critical incidents requiring deeper expertise.
- Coordinate with second-level teams, providing complete diagnostic details to avoid delays.
- Follow up on escalated incidents to ensure resolution within SLA and ensure communication towards the organization.

`},{title:"Reporting Documentation",content:`
- Maintain accurate shift logs, incident notes, and escalation records.
- Suggest improvements to SOPs and runbooks based on recurring issues or gaps identified.
- Support periodic reporting on incidents, downtime, and SLA adherence.

`},{title:"Compliance Standards",content:`
- Adhere to SIX s IT security, compliance, and data protection policies.
- Ensure incident handling follows global ITIL best practices.

`},{title:"Collaboration Continuous Improvement",content:`
- Work closely with Europe-based colleagues especially during escalation cases.
- Share knowledge with team members to strengthen expertise.
- Actively participate in training sessions and adopt new tools or processes.

`},{title:"Required Technical Skills",content:`
- Basic understanding of Windows and Linux operating systems (common troubleshooting commands, service checks, system resource usage).
- Strong working knowledge of Windows and Linux system administration fundamentals.
- Basic understanding of databases (availability checks, log checks, simple connectivity testing).
- Practical familiarity with logs, system resource analysis, common service failures, and recovery steps.
- Familiarity with monitoring tools.
- Intermediate knowledge of databases (query checks,



log interpretation, resource performance awareness).
- Basic networking knowledge (ping, traceroute, port checks, DNS basics).
- Ability to identify root cause indicators and validate assumptions before escalation.
- Understanding of the ITIL incident lifecycle.
- Sound understanding of service dependencies across infrastructure, middleware, and applications.

`},{title:"Soft Behavioral Skills",content:`
- Explicit and concise communication skills.
- Strong situational judgment under pressure.
- Ability to follow instructions and structured workflows.
- Clear, structured communication and escalation handling.
- Shift discipline, punctuality, and reliability.
- Ability to coordinate with global teams across time zones.
- Attention to detail and accurate documentation.
- Proactive mindset and ability to improve existing processes.
- Willingness to learn and grow into advanced troubleshooting.
- Leadership qualities for guiding junior monitoring analysts.

`} , {title:"Qualifications" , content:`
- Bachelor s degree in Computer Science, Information Technology, or related field.
- 2-5 years experience in IT support, infrastructure monitoring, or IT operations.
- Basic technical knowledge of Windows Server, Linux Server, and databases (Oracle, SQL Server, or MySQL,..).
- Industry certifications (preferred but not mandatory):
- Microsoft Certified: Windows Server Fundamentals / Administrator Associate
- Linux certifications (RHCSA, LFCS, or equivalent)
- Database fundamentals (Oracle OCA, SQL Server MTA, or similar)

- ITIL Foundation certification is a strong plus.
- Familiarity with ITSM tools such as ServiceNow, Remedy, or equivalent.
- Understanding of incident lifecycle: logging, categorization, prioritization, escalation.
- Strong incident management and problem-solving skills.
- Clear and professional communication in English.
- Ability to work in rotational shifts (24x7 coverage including nights, weekends, holidays).
- Reliability and punctuality in adhering to shift schedules.
- Team-oriented mindset with reliability and accountability.

`}],

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 IT Monitoring Specialist - First Level Support (Chennai)
🏢 Changepond Technologies
📍 Chennai