Assoc Enterprise Monitoring & Critical Incident Mgmt Analyst

Job Overview

The IT Enterprise Monitoring & Critical Incident Mgmt Associate is an entry-level technical role within the Technical Operations Center (TOC), responsible for supporting enterprise-wide monitoring operations and assisting in critical incident management (CIM). This role focuses on responding to system alerts, maintaining monitoring tools, and contributing to performance analysis and documentation. The Enterprise Monitoring & Critical Incident Mgmt Associate collaborates with support teams across L0-L4 tiers, assists in vendor coordination, and supports service level tracking.

This position is ideal for individuals with foundational IT infrastructure experience and a strong desire to grow in enterprise monitoring and incident response.

Essential Functions:

Monitoring Operations & Alert Response:

* Assist in configuring and maintaining monitoring tools and dashboards.

* Respond to system alerts and anomalies, escalating as needed for resolution.

* Support basic scripting tasks for monitoring servers and applications.

* Help integrate monitoring tools into TOC dashboards for operational visibility.

Performance Analysis & Optimization:

* Collect and review system performance metrics to identify trends.

* Conduct routine health checks and assist in capacity planning.

* Recommend adjustments to monitoring thresholds under guidance.

* Collaborate with infrastructure teams to ensure proper logging and backup procedures.

Critical Incident Management Support:

* Participate in incident response activities under supervision.

* Provide monitoring data to aid in diagnosis during critical events.

* Assist in documenting post-incident reviews and lessons learned.

* Ensure monitoring coverage supports CIM protocols and readiness.

Service Level Management:

* Monitor SLA and OLA performance across systems and services.

* Help identify SLA breaches and support corrective action planning.

* Collaborate with service owners to align monitoring thresholds.

* Contribute to service improvement initiatives using performance data.

Project Support & Technical

Collaboration:

* Support project teams by documenting monitoring requirements.

* Assist in testing and deploying new monitoring solutions.

* Participate in cross-functional efforts to improve monitoring coverage.

* Follow monitoring standards and guidelines in project implementations.

Governance, Documentation & Compliance:

* Maintain SOPs, diagrams, and monitoring configurations.

* Support compliance audits by providing monitoring data and documentation.

* Ensure monitoring practices align with organizational standards.

* Assist in updating best practices for monitoring and event management.

Vendor & Enterprise Monitoring Team Coordination:

* Collaborate with vendors to support tool deployment and maintenance.

* Help track daily operations and performance metrics for the monitoring team.

* Participate in vendor meetings and provide feedback on service delivery.

* Monitor vendor SLA compliance and escalate issues as needed.

Collaboration & Requirements Gathering:

* Work with support teams to gather monitoring requirements and feedback.

* Participate in workshops and technical sessions to align monitoring capabilities.

* Promote knowledge sharing and cross-team collaboration.

* Support onboarding of new team members and technologies.

Training & Enablement:

* Learn and apply monitoring tools and practices under mentorship.

* Assist in developing training materials and documentation.

* Participate in training sessions and workshops.

* Stay current with emerging technologies and contribute to team readiness.

Innovation & Process Improvement:

* Identify basic opportunities for automation and AI integration.

* Suggest enhancements to existing tools and processes.

* Participate in pilot projects for new monitoring technologies.

* Support continuous improvement initiatives across monitoring functions.

General Responsibilities:

* Perform other duties as assigned, including participation in special projects or strategic initiatives.

* Participate in on-call rotations to support critical incident response.

* Adhere to organizational policies, procedures, and standards, including data privacy and security protocols.

Experience

* 1-3 years of experience in Network Operations Center (NOC), Technical Operations Center (TOC), or similar IT infrastructure roles.

* Basic knowledge of operating systems:
Windows, Unix, Linux.

* Familiarity with network troubleshooting tools and protocols (TCP/IP, DNS, ping, trace route).

* Exposure to high-severity incident support and CIM protocols.

* Experience with monitoring tools such as SCOM, Solar Winds, Splunk, Dynatrace, Thousand Eyes, OpenNMS, or similar.

* Experience using Service Now or other ITSM platforms.

* Ability to interpret process flows and technical documentation.

* Strong communication and customer service skills.

* Proficient in MS Excel, Visio, and PowerPoint.

* Detail-oriented and capable of working independently or in a team setting.

Education

* Bachelor's degree in information technology,…