Service Monitoring Engineer
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Key skills for this role
Role Overview
Provide 24/7 monitoring of IT services across infrastructure, applications, security, and service management platforms.
Identify alerts, monitor logged incidents, and immediately escalate critical P1/P2 issues to relevant Service Leads.
Key Skills for This Role
Full Job Posting
Job Summary
Provide 24/7 monitoring of IT services across infrastructure, applications, security, and service management platforms.
Identify alerts, monitor logged incidents, and immediately escalate critical P1/P2 issues to relevant Service Leads.
Work Mode
- The role operates in a 24/7 shift-based environment.
Key Responsibilities
- Monitor IT dashboards covering infrastructure, applications, security, and service or incident tickets on a 24/7 basis.
- Continuously monitor system alerts, incidents, service availability, and performance indicators.
- Identify and validate P1 and P2 incidents and immediately notify relevant Service Leads and support teams.
- Track incidents through acknowledgement and ensure timely escalation under defined SLA procedures.
- Monitor logged tickets and follow up on outstanding or high-priority incidents.
- Maintain accurate monitoring logs, incident records, and shift handover reports.
- Coordinate with infrastructure, application, security, network, and other technical teams during major incidents.
- Escalate recurring alerts, service degradation, and potential service-impacting issues.
- Ensure proper shift handover and communicate open or high-priority issues to the incoming team.
- Follow established ITIL, incident management, and major incident management processes.
Key Skills and Requirements
- Three to six years of experience in IT service monitoring, NOC, or service operations.
- Experience monitoring infrastructure, applications, security, and IT service environments.
- Good understanding of P1/P2 incident management and escalation procedures.
- Knowledge of ITIL and SLA-based service management.
- Experience with monitoring dashboards and ITSM or ticketing tools.
- Strong troubleshooting, communication, and coordination skills.
- Ability to work effectively in a 24/7 shift environment.
- Ability to remain calm and respond quickly during critical outages and major incidents.
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