Job
Description
As a Monitoring & Problem Management Lead, you will be responsible for ensuring the stability and efficiency of customer environments by leveraging monitoring, analytics and problem management best practices. Your role will involve proactively identifying patterns of incidents, grouping them into problems, and driving continuous improvement initiatives You will work closely with internal teams from Global Support, Operations, and Development to provide actionable insights and implement automation initiatives that optimize service execution and ensure world-class managed services support. Key Responsibilities Design, implement, and optimize monitoring solutions to ensure proactive incident detection and prevention Analyze incidents and identify recurring issues and group into actionable problems, interpret metrics from monitoring tools and reporting systems to identify trends, performance bottlenecks and areas for improvement. Perform root cause analysis to recommend and implement optimization strategies. Maintain a problem backlog, prioritizing issues based on business impact. Design and develop tools to monitor critical business processes and automate resolution workflows to improve efficiency and response times. Collaborate with Support, Operations, and Development teams to automate and enhance service delivery processes. Utilize APM (Application Performance Monitoring) and infrastructure monitoring tools to provide deep insights into system performance. Create and maintain sustainable systems and services through process automation and data-driven decision-making. Develop dashboards and reports to track incident trends and problem resolution effectiveness. Actively participate in the Continuous Improvement process, contributing recommendations and implementing enhancements to drive better outcomes. Skill Requirement Strong expertise in monitoring and observability tools (e.g., UIM, Monocle, Sumologic, Grafana, .) Strong knowledge of MS Excel and SQL, with the ability to analyse and visualize data effectively. A proactive approach to identifying issues, proposing solutions, and driving optimizations. Excellent analytical and problem-solving skills, with a keen attention to detail. Strong communication skills (both written and verbal) in English, with the ability to articulate technical concepts to both technical and non-technical audiences. Ability to work independently as well as collaboratively within a team. Solid understanding of ITIL framework, especially incident and problem management. Experience in Cloud monitoring, and automation tools (for monitoring and analysis). Documenting and making recommendations for clients. Excellent problem-solving skills with a proactive mindset.
