Job Description
About the Role

We are looking for a motivated and detail-oriented Monitoring Analyst 1 to join our Quick Response (QR) team under Service Management. The role involves monitoring production systems, responding to alerts, performing initial troubleshooting, coordinating with relevant technical teams, and ensuring timely escalation and resolution of operational issues.

The ideal candidate should have a strong willingness to learn, good analytical and communication skills, and the ability to follow established procedures while working in a 24x7 production support environment.

Key Responsibilities
1. Production Monitoring and Alert Response

• Monitor production applications, systems, scheduled jobs, and services using monitoring and alerting tools.
• Acknowledge and validate alerts promptly in accordance with defined response-time SLAs.
• Identify potential service disruptions, failed jobs, unusual system behavior, and recurring alerts.
• Perform initial checks to determine the nature, impact, and urgency of an issue.
• Follow established SOPs and runbooks to perform basic troubleshooting and operational checks.

2. Incident Management and Escalation

• Create and update JIRA tickets for incidents requiring support from Engineering, CloudOps, Database, Network, or other technical teams.
• Ensure incidents are routed to the appropriate support team with relevant logs, timestamps, error details, and troubleshooting findings.
• Escalate critical and recurring issues to senior team members or the designated on-call team as per the escalation matrix.
• Participate in incident bridges and war rooms during major production incidents.
• Track open incidents and follow up with the respective teams until the issue is addressed or ownership is formally transferred.

3. Operational and Job Monitoring

• Monitor scheduled jobs, settlement processes, file-processing workflows, and other business-critical operational activities assigned to the QR team.
• Perform routine validation checks to identify missed schedules, failed executions, processing delays, and unexpected outcomes.
• Support settlement and other time-sensitive operational activities by following documented checklists and escalation procedures.
• Maintain accurate shift handover notes, ensuring that pending incidents, ongoing investigations, and critical activities are communicated to the incoming shift.

4. Troubleshooting and Technical Learning

• Develop an understanding of supported applications, their dependencies, upstream and downstream systems, and common failure scenarios.
• Learn basic Linux commands, log analysis, application troubleshooting, and system-health checks.
• Build foundational knowledge of monitoring tools such as Splunk, Site24x7, and Uptrends.
• Document troubleshooting steps and contribute to updating SOPs and knowledge articles.

5. Process Improvement and Team Collaboration

• Identify repetitive alerts, recurring incidents, and opportunities to improve monitoring or reduce manual effort.
• Share observations and improvement suggestions with senior team members.
• Collaborate with Monitoring, FileOps, Engineering, DevOps, CloudOps, and other relevant teams.
• Follow established operational procedures, security requirements, and change-management practices.
• Take ownership of assigned tasks and demonstrate continuous improvement in technical knowledge and troubleshooting capabilities.

Required Skills and Qualifications

• Bachelor's degree or diploma in Computer Science, Information Technology, or a related technical field (BCA, B.Sc. IT, B.Tech, or equivalent).
• Basic understanding of operating systems, computer networks, applications, and databases.
• Familiarity with Linux commands and log analysis is an advantage.
• Basic knowledge of SQL, or any scripting is desirable.
• Strong analytical and problem-solving skills.
• Good verbal and written communication skills.
• Willingness to work in a 24x7 rotational shift environment, including weekends and holidays.
• Ability to follow SOPs, maintain accurate documentation, and work effectively in a team.

Expected Competencies

• Alert Ownership: Acknowledge alerts promptly and ensure they are not left unattended.
• Attention to Detail: Verify alert information and capture accurate technical details before escalation.
• Accountability: Follow assigned tasks through to completion or a clear handover to the appropriate owner.
• Learning Agility: Understand new applications, tools, and processes and apply feedback effectively.
• Communication: Provide clear, concise updates during incidents and shift handovers.
• Process Discipline: Follow SOPs, escalation matrices, security guidelines, and operational checklists.
• Teamwork: Collaborate with peers and senior team members to maintain operational continuity across shifts.

Career Growth

This role offers an opportunity to develop technical expertise in production operations, incident management, monitoring, troubleshooting, and automation. Based on performance, technical proficiency, and demonstrated ownership, the analyst can progress toward higher-level QR Analyst roles and eventually technical leadership positions.

Requirements

Required Core Competencies

• Communication: Clear writing, active listening, and the ability to explain technical topics in plain terms.
• Accountability: Track record of delivering quality work, owning outcomes, and learning from setbacks.
• Willingness to Learn: Demonstrated adaptability with new frameworks, technologies, or methodologies.
• Team Orientation: Experience working collaboratively in agile environments and contributing to shared goals.
• Self-Awareness: Openness to feedback, ability to recognize limitations, and willingness to give credit where due.

Benefits

Rotational Shift Allowances

Compensation leaves in case you worked on weekends

Gym benefit

Internet Bill

Quarterly team outings