IT Enterprise Monitoring & Critical Incident Mgmt Analyst

Job Overview

The IT Enterprise Monitoring & Critical Incident Mgmt Analyst supports the design, implementation, and daily operations of enterprise-wide monitoring solutions and critical incident management (CIM) within the Technical Operations Center (TOC). This role ensures system reliability and performance by responding to alerts, analyzing trends, and contributing to automation and process improvement initiatives. The Enterprise Monitoring & Critical Incident Mgmt Analyst collaborates with L0-L4 support teams to gather monitoring requirements, supports vendor coordination for the Enterprise Monitoring Team, and helps maintain service level performance.

This role requires strong technical skills, cross-functional collaboration, and a proactive mindset focused on operational excellence.

Essential Functions:

Monitoring Operations & Alert Response:

* Configure and maintain monitoring tools and dashboards to support operational visibility.

* Respond to alerts and anomalies in real time, ensuring timely triage and resolution.

* Assist in scripting and automation of monitoring tasks for servers, applications, and infrastructure.

* Support integration of monitoring tools into TOC dashboards for improved usability.

Performance Analysis & Optimization:

* Analyze system performance metrics and assist in identifying trends and potential issues.

* Conduct system health checks and contribute to capacity planning efforts.

* Recommend improvements to monitoring thresholds and configurations.

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

Critical Incident Management Support:

* Participate in high-severity incident response and escalation processes.

* Provide monitoring insights during critical events to aid in diagnosis and resolution.

* Contribute to post-incident reviews and documentation of lessons learned.

* Ensure monitoring coverage supports CIM protocols and operational readiness.

Service Level Management:

* Monitor SLA and OLA performance across monitored systems and services.

* Assist in identifying SLA breaches and support corrective action planning.

* Collaborate with service owners to align monitoring thresholds with business expectations.

* Contribute to service improvement initiatives based on performance data.

Project Support & Technical

Collaboration:

* Support project teams by gathering and documenting monitoring requirements.

* Assist in testing and deploying new monitoring solutions in collaboration with vendors.

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

* Help ensure monitoring standards and guidelines are followed in project implementations.

Governance, Documentation & Compliance:

* Maintain documentation including SOPs, diagrams, and monitoring configurations.

* Support compliance audits by providing monitoring data and process evidence.

* Ensure monitoring practices align with organizational policies and standards.

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

Vendor & Enterprise Monitoring Team Coordination:

* Collaborate with vendors to support monitoring tool deployment and maintenance.

* Help coordinate daily operations and performance tracking for the Enterprise Monitoring Team.

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

* Track and report on vendor SLA compliance and escalate issues as needed.

Collaboration & Requirements Gathering:

* Work with L0-L4 support teams to gather monitoring requirements and feedback.

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

* Promote knowledge sharing and cross-team collaboration to improve monitoring effectiveness.

* Support onboarding and enablement of new team members and technologies.

Training & Enablement:

* Share knowledge and mentor junior team members on monitoring tools and practices.

* Assist in developing training materials and documentation for monitoring systems.

* Participate in training sessions and workshops to promote process adoption.

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

Innovation & Process Improvement:

* Identify opportunities for automation and AI integration in monitoring workflows.

* Suggest enhancements to existing tools and processes to improve efficiency.

* Participate in pilot projects and proof-of-concepts for new monitoring technologies.

* Support continuous improvement initiatives across monitoring and incident response 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

* Minimum 3-5 years of experience in Network Operations Center (NOC), Technical Operations Center (TOC), or similar IT infrastructure roles.

* Strong knowledge of…