Lucknow, Uttar Pradesh

Job Summary

The role ensures 24x7x365 operational monitoring, incident management, and proactive maintenance of IT infrastructure, directly supporting mission-critical healthcare operations

Key Responsibilities

Perform continuous 24x7x365 monitoring of compute, virtualization, network, voice/contact center, and interface services - Monitor, validate, triage, correlate, and de duplicate alerts from integrated monitoring tools - Identify outages, material degradation, and early warning signals - Create, update, and manage Incidents in ITSM with correct categorization, priority, service, and CI mapping - Execute approved L1 runbook actions and document outcomes - Acknowledge incidents within SLA and dispatch to correct resolver groups or vendors - Follow priority based escalation procedures for P1/P2 incidents - Coordinate incident progress, track aging, and ensure continuous ownership - Support major incident bridges, vendor calls, and escalations when required - Perform structured shift handovers with clear documentation - Monitor monitoring pipeline health and report visibility gaps - Perform routine operational checks and post maintenance validations - Monitor capacity/utilization signals and raise early warnings - Support change windows with pre change checks, monitoring during change, and post change validation - Open and track vendor cases,



manage SLAs/ETAs, and escalate vendor delays - Maintain audit ready documentation in ITSM at all times

Skill Requirements

Bachelor’s degree or equivalent technical qualification - Experience in L1 Command Center / NOC / IT Operations roles - Strong understanding of ITIL processes (Incident, Event, Change, Escalation) - Hands on experience with monitoring tools (SolarWinds, SCOM, Nagios, Dynatrace, Splunk, or similar) - Working knowledge of servers, virtualization, networking basics, voice/contact center, and interfaces - Experience with ITSM tools (ServiceNow or equivalent) - Strong incident documentation, coordination, and communication skills - 1-3 years of NOC / Command Center / Operations Support experience - Willingness to work 24x7 shifts

Other Requirements

Healthcare IT or regulated setting exposure - Major Incident (P1) bridge coordination experience - Knowledge of alert suppression, maintenance windows, and monitoring integrations - ITIL Foundation certification - Experience working with OEMs and third party vendors

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📌 Sr Engineer (Tools & Automation) (Lucknow)
🏢 HCLTech
📍 Lucknow