|
KEY ACCOUNTABILITIES & ACTIVITIES
This section describes the principal outputs required from the job.
|
|
Key Accountabilities
|
Key Activities
|
- Monitoring & Event Management
|
- Continuously monitor production infrastructure, applications, networks, URLs and critical digital services.
- Monitor dashboards, events, alerts and service-health indicators.
- Identify service degradation, availability issues and abnormal conditions.
- Validate alerts before escalation and distinguish actionable events from false or noisy alerts.
- Monitor CPU, memory, disk, network connectivity, service status, application performance and logs.
|
- Incident Management
|
- Perform first-level analysis of monitoring alerts.
- Create or validate incidents generated through monitoring systems.
- Assign and escalate incidents to the appropriate L2/L3 support teams.
- Track incidents until service restoration and closure.
- Follow up with resolver teams and provide regular operational updates.
- Ensure incidents are handled according to defined SLA and escalation procedures.
|
- Initial Troubleshooting
|
- Perform basic technical investigation before escalating an incident.
- Review monitoring metrics, logs, event details and service status.
- Check infrastructure resource utilization and connectivity.
- Correlate related alerts where possible.
- Collect relevant evidence, including timestamps, affected components, error messages, graphs and logs, for resolver teams.
|
- Infrastructure & Application Monitoring
|
- Monitor servers, operating systems and infrastructure utilization.
- Monitor network devices and connectivity.
- Monitor application availability and performance.
- Monitor application and system logs.
- Monitor URLs and external service availability.
- Support end-to-end visibility of business-critical services.
|
- Alert Handling & Escalation
|
- Prioritize alerts according to severity and business or service impact.
- Follow the defined notification and escalation matrix.
- Ensure critical alerts receive immediate attention.
- Escalate unresolved or recurring issues appropriately.
- Reduce unnecessary escalation by conducting proper L1 validation.
|
- Operational Communication & Shift Handover
|
- Maintain clear incident notes and operational records.
- Communicate significant alerts and incidents to relevant support teams.
- Provide accurate handover of open incidents, ongoing issues and critical observations between shifts.
- Escalate major production-impacting conditions promptly.
|
- Reporting & Continuous Improvement
|
- Support the preparation of daily and shift operational reports.
- Identify recurring alarms and monitoring gaps.
- Report false-positive or noisy alerts for tuning.
- Participate in incident reviews when required.
- Suggest improvements to dashboards, alerts and operational procedures.
|
- Policies, Processes & Procedures
|
- Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
- Comply with all relevant safety, quality, and environmental management policies, procedures, and controls to ensure a healthy and safe work environment.
|
- Information Security
|
- Comply with all relevant information security practices and standards to ensure data integrity and confidentiality.
|