Job Description

Job Summary

Monitoring & Event Manager Role Summary

The Monitoring & Event Manager is responsible for proactive monitoring, detection, triage, and management of events across IT infrastructure, applications, networks, and services. This role ensures early identification of issues, rapid response to events, effective communication with stakeholders, and continual improvement of monitoring capabilities and event processes.

Key Responsibilities

1. Event Monitoring & Detection• Oversee continuous monitoring of IT systems, networks, applications, and services to detect performance degradation, outages, anomalies, and security related events.• Develop and manage monitoring strategy, architecture, best practices, cost models, and roadmaps for infrastructure and application availability.• Use event management frameworks to interpret event data, differentiate normal vs abnormal behavior, and determine required control actions.
2. Alert Triage & Prioritization• Triage and prioritize alerts based on severity, business impact, urgency, and service criticality.• Ensure timely escalation of critical alerts to relevant resolver groups or Major Incident functions.• Validate events to avoid opening invalid incidents and ensure event generated incidents follow proper prioritization metrics.
3. Incident & Communication Support• Provide timely updates, event notifications, and status reports to IT teams, management, and business stakeholders.• Coordinate closely with Incident, Problem, and Major Incident teams to support restoration activities when events escalate into incidents.
4. Documentation & Reporting• Document event details, investigations, and resolutions in the ITSM tool.• Produce periodic reports, trend analyses, and post event findings to improve monitoring quality.• Support event data consumption by other ITSM processes (Incident, Problem, Change).
5. Continuous Improvement & Root Cause Analysis• Participate in incident reviews, post mortems, and operational improvement forums.• Recommend improvements to monitoring tools, thresholds, automation logic, playbooks, and event correlation mechanisms.
6. Risk Identification & Mitigation• Identify recurring event patterns, vulnerabilities, or systemic failures within IT systems.• Implement proactive measures to reduce operational risk, enhance resilience, and prevent repeat failures.

Skills & Requirements

Technical Skills

• Proven experience in monitoring IT infrastructure and applications.• Strong understanding of event logs, metrics, traces, and cloud monitoring (Azure Monitor, Event Hub, Event Grid, Service Bus).• Experience with automation tools (PowerShell, Bash, Power Automate, Power Apps).• Knowledge of monitoring strategy design, availability concepts, and device/application behavior patterns.Tools & Platforms• Experience with cloud monitoring stacks such as Azure monitoring (preferred).• Exposure to AWS cloud monitoring (nice to have).• Familiarity with ITSM tools like ServiceNow for event to incident workflows.

Soft Skills

• Strong analytical and problem solving abilities.• Highly organized with strong attention to detail.• Excellent communication and stakeholder management skills.• Ability to multitask, prioritize, and manage high volume alert scenarios.

Key Responsibilities

1. To champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such as maintainenace of a comprehensive Knowledge base , act as a mentor to junior analysts,and deliver training programs for freshers, equipping them with essential skills to become productive .
4. To contribute to a positive customer experience and high CSAT scores by providing fast, accurate, and secure resolutions, fostering customer trust and satisfaction.
5. To proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.

Skill Requirements

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Other Requirements

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