Job Description

Job Summary

Monitor alerts from ScienceLogic monitoring systems.rnrn· Good Knowledge on ScienceLogic support environment like discovering devices, Dynamic applications, and scheduling maintenance window.rnrn· Good knowledge on creating dashboards in SL1 and coordinating with SL1 support on new dashboard creation.rnrn· Good knowledge on monitoring protocols like SNMP, WMI and SL1 agent.rnrn· Knowledge on upgrading SL1.rnrn· Raise incident tickets for all incidents resolvable by you as well as those reassigned to an SDC or 3rd-level support.rnrn· Handling global incidents via the Global Incident Management Process.rnrn· Route non-global incidents to the appropriate support group or SDC Incident Management team.rnrn· Engage with 3rd-party suppliers, such as telecommunications vendors and computer hardware suppliers, as needed during incident management processrnrn· Ensure that the incident communications plan is followed to keep all interested parties apprised of incident status and resolution

Key Responsibilities

1. Monitor And Analyze System Performance Using Integrated Command Center Tools, Ensuring Adherence To Quality Standards, Regulatory Requirements, And Company Policies.
2. Provide On-Call Support For Escalated Issues, Conducting Thorough Root Cause Analysis To Identify And Resolve Underlying Problems Related To Event Monitoring.
3. Engage In Value-Adding Activities, Such As Updating And Managing Knowledge Bases, Training New Team Members, And Coaching Analysts To Enhance Team Capabilities.
4. Independently Resolve Tickets Within Agreed Slas, Managing Ticket Volume And Response Times Effectively To Ensure Operational Efficiency.
5. Ensure A Positive Customer Experience And High Csat By Achieving First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases.

Skill Requirements

1. Strong Understanding Of Monitoring Tools And Technologies Related To Integrated Command Center And Event Monitoring
2. Solid Knowledge Of Network Operations Center Processes And It Support Monitoring
3. Proficiency In Conducting Root Cause Analysis And Problem Resolution
4. Familiarity With Quality Assurance Standards And Regulatory Compliance In Technical Operations

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)
2. Relevant Certifications In Monitoring Tools Or Event Management (Optional But Valuable