Infrastructure Monitoring Analyst; L1 Support

Infrastructure Monitoring Analyst (L1 Support)

Focuses on monitoring, detection, and triaging of infrastructure events and alerts. The team ensures 24x7 visibility into enterprise systems using centralized tools, supports proactive identification of incidents, and triggers response workflows by logging tickets into the ITSM system. This function is a critical part of maintaining operational stability and service continuity.

• Monitor IT infrastructure alerts and events across network, server, and application systems using monitoring tools.
• Create and categorize tickets in the ITSM system (e.g., Service Now, BMC) as per SOPs upon detection of defined alerts or threshold breaches.
• Follow predefined workflows to notify relevant resolver groups or upscale incidents when needed.
• Operate in a 24x7 shift environment (including night and weekend shifts).
• Maintain event logs and document issues accurately for further triage and resolution.
• Support initial validation of events (false positive elimination) based on standard checks.
• Collaborate with L1/L2 support teams for incident handover or follow-up.
• Ensure compliance with monitoring KPIs and SLAs for incident detection and ticket creation.
• Assist in upkeep of monitoring dashboards and tools under supervision.
• Participate in periodic system health checks and basic IT operations tasks based on SOPs.
• Basic familiarity with infrastructure domains such as Windows, AD, network, and servers is preferred.
• Proficiency in basic report preparation using Excel and documentation using word processing tools is essential.
• Attention to detail and ability to follow runbooks/SOPs precisely.
• Good written and verbal communication skills.
• Customer oriented approach is always expected.

• Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent experience.
• 0–2 years of relevant experience in an IT monitoring or support role.
• Willingness to work 24x7 rotational shifts.
• Good analytical and problem-solving skills.
• Ability to handle repetitive monitoring tasks with diligence and accuracy.

• An advanced degree in a relevant field is a plus.

Mid-Senior level

Full-time

Information Technology

IT Services and IT Consulting