Junior Associate

2 weeks ago

Coimbatore Tamil Nadu, India KG Information Systems Full time

**Number of Positions**:
: 1

**Primary Skills**:
: L1 SUPPORT

**Key Responsibilities**:
**Monitoring & Incident Management**:
Perform initial triage of incidents, categorize, and escalate to the appropriate teams as required.

Ensure that issues are logged, tracked, and resolved within the defined service level agreements (SLAs).

Respond to system alarms and performance issues, ensuring the system operates smoothly.

Coordinate with cross-functional teams to resolve system outages and incidents.

**Documentation & Reporting**:
Document incident details, resolutions, and root cause analysis for future reference.

Maintain accurate records of monitored systems, processes, and troubleshooting steps.

Prepare and present daily, weekly, or monthly performance and incident reports.

**Collaboration & Escalation**:
Collaborate with L2/L3 support teams for complex troubleshooting and issue resolution.

Maintain effective communication with both internal stakeholders and external vendors, ensuring timely updates on incident resolution.

**Preventive Measures**:
Participate in post-incident reviews and assist in identifying patterns or recurring issues.

Suggest and implement improvements to monitoring processes or procedures to prevent future incidents.

**Qualifications**:
**Education & Experience**:
Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).

**Technical Skills**:
Basic understanding of IT infrastructure, networks, and cloud platforms.

Hands-on experience with monitoring tools (e.g., Nagios, SolarWinds, Zabbix, or others).

Experience with incident management and ticketing systems (e.g., ServiceNow, JIRA, Remedy).

**Soft Skills**:
Strong problem-solving and analytical skills.

Excellent communication and interpersonal skills.

Ability to prioritize and manage time effectively in a fast-paced environment.

Ability to work under pressure and meet tight deadlines.

Attention to detail and ability to follow processes and procedures.

**Preferred**:
Experience with cloud technologies (AWS, Azure, etc.).

Certification in relevant IT fields (e.g., ITIL, CompTIA, or database-related certifications).

**Work Environment**:
24/7 shift environment, including weekends and holidays (if applicable).

On-call support as needed.

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