L0 Monitoring Analyst

Position Title:

Job Summary:

L0 Monitoring Analyst

Ideal candidates thrive under pressure, follow SOPs rigorously, and are committed to maintaining IT system stability and business continuity.

Key Responsibilities:

1. Proactive Monitoring

• Monitor critical IT infrastructure, applications, jobs, and services using tools such as

  JP1

  ,

  SolarWinds

  ,

  Nagios

  ,

  Zabbix

  ,

  SCOM

  ,

  AppDynamics

  ,

  Dynatrace

  ,

  OpsRamp

  , etc.
• Actively acknowledge and assess alerts to prevent system downtime.

2. Incident Identification & Escalation

• Perform initial analysis and basic troubleshooting (e.g., service restarts, disk cleanup).
• Escalate critical or unresolved incidents to L1/L2 support teams following defined protocols.

3. SOP Compliance

• Adhere strictly to

  Standard Operating Procedures (SOPs)

  for incident handling and escalation.
• Ensure all responses align with internal policies and escalation hierarchies.

4. Communication & Coordination

• Maintain timely and accurate communication with on-call engineers, shift leads, and stakeholders.
• Deliver precise incident updates during escalation and shift handovers.

5. Documentation & Reporting

• Log all incidents and actions taken in

  ITSM platforms

  with clarity and consistency.
• Participate in post-incident reviews and share insights for continuous improvement.

6. Tool & Dashboard Maintenance

• Ensure the health and accuracy of monitoring dashboards.
• Report tool-related issues and suggest improvements to reduce false positives and improve visibility.

Mandatory Skills & Requirements:

Technical Skills:

• Basic knowledge of IT infrastructure (servers, networks, OS, applications).
• Hands-on experience with monitoring tools and ITSM ticketing systems.

Behavioural Skills:

• Strong sense of urgency and attention to detail.
• Clear and concise communication (verbal and written).
• Proactive mindset with a commitment to reliability and SOP adherence.

Work Schedule:

• Must be flexible to work in

  24x7 rotational shifts

  , including

  weekends and holidays

  .

Preferred Qualifications:

• Familiarity with

  ITIL

  processes (Incident, Event, Change Management).
• Certifications such as

  CompTIA A+

  ,

  ITIL Foundation

  , or

  CCNA

  are a plus.

Experience:

• 2 to 5 years of experience in

  IT monitoring

  ,

  helpdesk

  ,

  network operations center (NOC)

  , or similar roles.

Interested candidates kindly share your CV to: