MONITORING TOOL

Job Description Key Responsibilities: 1. Monitoring Tool Support: - Provide L2 support for various monitoring tools (e.g., Nagios, Zabbix, Splunk, Prometheus, SolarWinds, AppDynamics, New Relic, etc.). - Troubleshoot and resolve escalated alerts, incidents, and issues related to system performance, application health, network connectivity, and infrastructure availability. - Collaborate with L1 support teams to assist in the diagnosis and resolution of simpler issues. 1. Incident & Problem Management: - Handle escalated incidents from L1 support, providing root cause analysis (RCA) and resolution. - Track and maintain records of incidents, problems, and resolutions within the ticketing system (e.g., ServiceNow, JIRA). - Ensure SLA compliance for issue resolution and follow-up on tickets to meet agreed-upon timelines. 1. Alert Management: - Review and manage monitoring alerts for critical systems, servers, databases, and applications. - Ensure alerts are appropriately categorized and routed for resolution. - Investigate and respond to false positives or irrelevant alerts to maintain the integrity of the monitoring system. 1. Performance Monitoring & Reporting: - Continuously monitor system health, application performance, and network traffic to proactively identify issues before they affect services. - Maintain and improve monitoring dashboards to reflect the current health of the environment. - Generate regular reports for system performance and uptime, providing recommendations for improvements or preventive actions. 1. Tool Configuration & Optimization: - Assist in the configuration and tuning of monitoring tools to ensure they provide meaningful and actionable data. - Customize monitoring thresholds, alerts, and notifications to align with the organization's operational needs. - Continuously improve the monitoring setup to ensure that it effectively supports the evolving infrastructure and application stack. 1. Documentation & Knowledge Sharing: - Document troubleshooting procedures, known issues, and best practices for the monitoring tools. - Share knowledge and insights with L1 support teams to improve their troubleshooting capabilities. - Maintain user manuals or standard operating procedures (SOPs) for monitoring tool management and escalation processes. 1. Collaboration & Communication: - Collaborate with DevOps, System Admins, and Network Engineers to resolve infrastructure or application performance issues. - Communicate effectively with internal teams regarding ongoing incidents, resolution timelines, and potential impacts on services. 1. Proactive System Improvements: - Work with the IT Operations team to identify and implement proactive measures to improve the overall system performance and reduce downtime. - Provide input for optimizing monitoring thresholds, reducing false alarms, and implementing new monitoring solutions or features. Required Qualifications: - 2-5 years of experience in L2 support or operations with monitoring tools. - Strong understanding of IT infrastructure, including servers, databases, networks, and applications. - Hands-on experience with monitoring tools (e.g., Nagios, Zabbix, Prometheus, Splunk, AppDynamics, New Relic, etc.). - Experience working with alert management systems and troubleshooting complex issues. - Familiarity with cloud environments (AWS, Azure, GCP) and the related monitoring tools. - Solid understanding of system performance metrics and the ability to identify and troubleshoot issues based on performance data. - Experience using ticketing systems (e.g., ServiceNow, JIRA, Zendesk) for incident management and tracking. - Proficiency in Linux/Unix and Windows Server operating systems. - Scripting knowledge (e.g., Bash, Python, PowerShell) for automating monitoring tasks and alerts. - Good understanding of networking concepts (DNS, HTTP, TCP/IP, etc.) and their impact on monitoring.