Operational Specialist

Job Title- Operations (Monitoring & Event Management)

Location- Bangalore and Hyderabad

Mode- Onsite

Job Type: Full-Time

Role Summary

We are looking for a Monitoring & Event Operations Specialist to run and enterprise monitoring ecosystem — EVA, LaaS, and MaaS. The role focuses on daily operations, event monitoring, troubleshooting, user support, and ensuring service reliability. This person will work closely with the engineering team, application owners, and external partners to deliver 24x7 operational support.

Key Responsibilities

Operate and monitor EVA event consoles, LaaS Kibana dashboards, and MaaS monitoring APIs.

Perform triage, de-duplication, and enrichment of incoming events.

Ensure timely incident handling in ServiceNow (SNOW) and manage alert routing to MS Teams, SMS, or email.

Maintain capacity planning, uptime monitoring, and resilience checks.

Manage operator access via LDAP groups and role-based controls.

Support onboarding of new services, teams, and monitoring requirements.

Provide Level 2/3 support for monitoring platforms.

Collaborate with engineering on bug fixes, feature requests, and performance improvements.

Ensure adherence to logging, auditing, and governance policies.

Maintain event history, SLA reports, and performance dashboards.

Support disaster recovery drills and contribute to root cause analysis.

Required Skills & Qualifications

Hands-on experience in event monitoring tools, incident management, and alert handling.

Familiarity with EVA console operations, LaaS Kibana dashboards, and MaaS self-service APIs.

Understanding of ITIL processes (incident, problem, escalation).

Basic knowledge of Kubernetes, Docker, and monitoring stacks (Grafana, InfluxDB, ELK).

Strong troubleshooting and communication skills to interact with OCC and global teams.

Preferred Qualifications

Prior experience in operations center or monitoring teams.

Familiarity with service integration (SNOW, MS Teams, email/SMS alerting).

Exposure to automation for maintenance mode, event suppression, or noise reduction.