About this role
Role Overview The L1 Enterprise Monitoring Analyst is responsible for 24x7 monitoring of IT infrastructure, applications, and services using enterprise monitoring tools. The role focuses on event detection, initial triage, alert handling, and timely escalation to ensure minimal impact to business operations. This is a first-line support role requiring strong attention to detail, adherence to SOPs, and effective communication. Key Responsibilities Monitoring & Event Management Monitor infrastructure, applications, and network alerts using enterprise monitoring tools (e.g., SolarWinds, SCOM, Dynatrace, etc.) Identify, validate, and categorize alerts based on severity and impact Perform initial triage using predefined runbooks and knowledge base articles Correlate events to avoid duplicate or false alerts Incident Handling Create and log incidents in ITSM tools (e.g., ServiceNow) with accurate details Assign priority based on impact and urgency (as per SLA guidelines) Escalate incidents to L2/L3 teams within defined timelines Ensure proper ticket updates, tracking, and closure Alert Response & Escalation Respond to alerts within agreed SLAs Follow escalation matrix strictly for critical incidents Trigger Major Incident Management (MIM) process when required Notify stakeholders for high-severity issues Communication Provide clear and concise updates in tickets and during shift handovers Communicate effectively with global teams (especially US stakeholders) Maintain proper documentation of incidents and actions taken Shift Operations Work in a 24x7 rotational shift environment (including weekends and holidays) Ensure smooth shift handover with complete context and pending actions Required Skills & Qualifications Technical Skills Basic understanding of: Windows/Linux servers Network fundamentals (DNS, TCP/IP, VPN) Cloud basics (Azure/AWS – preferred) Familiarity with monitoring tools (any one): SCOM / SolarWinds / Dynatrace / Nagios / Zabbix Exposure to ITSM tools (ServiceNow preferred) Process Knowledge Understanding of ITIL concepts: Incident Management Event Management Escalation procedures Soft Skills Strong written and verbal communication (critical for CSAT) Good analytical and troubleshooting mindset Ability to follow SOPs without deviation High attention to detail and discipline Experience & Education 0–2 years of experience in IT support / monitoring / service desk Bachelor’s degree in IT / Computer Science or related field (preferred) ITIL Foundation certification (good to have) Key Performance Indicators (KPIs) SLA adherence (response & escalation time) Ticket quality and documentation accuracy Alert handling efficiency (false positives vs valid incidents) CSAT / communication quality Shift handover quality What Good Looks Like in This Role Alerts are acknowledged within SLA every single time No missed critical alerts Clean, audit-ready ticket documentation Zero confusion during escalations Strong communication with minimal back-and-forth