KEY RESPONSIBILITIES

- Monitor incoming alerts from Dynatrace, LogicMonitor, and Azure Monitor; create and categorize tickets in ServiceNow within 2 minutes of alert.

- Perform first-pass triage: verify alert is genuine (not a false positive), classify severity (P1-P4), assign to correct queue.

- Execute documented runbook procedures for known issues service restarts, log collection, scheduled job re-runs, common AD account unlocks.

- Escalate to L1.5 with full diagnostic context when issue is outside L1 runbook scope.

- Update ServiceNow tickets continuously with troubleshooting notes every action documented, every step timestamped.

- Run scheduled health checks and overnight batch monitoring per the daily checklist.

- Handle Active Directory routine tasks: password resets for service accounts, group membership changes, basic GPO troubleshooting.

- Participate in shift handover at the start and end of every shift — no ticket left in ambiguous state.

- Maintain on-call awareness during shift — be available to join a P1 bridge within 5 minutes if needed.

REQUIRED SKILLS & EXPERIENCE

- 2–4 years in IT infrastructure support, NOC operations, or similar L1 role.

- Hands-on experience with ServiceNow incident management — opening, updating,



resolving, transferring tickets.

- Working knowledge of Windows Server administration and Active Directory.

- Basic networking knowledge: TCP/IP, DNS, DHCP, basic routing concepts.

- Familiarity with at least one monitoring tool: Dynatrace, LogicMonitor, SolarWinds, Nagios, or similar.

- Comfortable working rotating shifts including nights and weekends in a 247 workplace.

- English communication adequate for written ticket updates and shift handovers with US-based teams.

PREFERRED / NICE TO HAVE

- Azure fundamentals (AZ-900) certification.

- Microsoft 365 / Entra ID exposure.

- Experience supporting a US-based retail or fuel/convenience client.

- Familiarity with PowerShell for AD task automation.

SOFT SKILLS & BEHAVIORS

- Reliability — turns up to every shift on time and ready.

- Discipline — follows the runbook even when it's the tenth time today.

- Attention to detail — accurate ticket categorization matters for SLA tracking.

- Curiosity — asks 'why' when escalating, not just 'what'.

- K alm under pressure — first response to a P1 sets the tone for the whole bridge.K

📌 Infrastructure Support Engineer (Noida)
🏢 NLB Services
📍 Noida