MONITORING TOOL - L2

Key Responsibilities:

1. Monitoring Tool Support:

• Provide L2 support for various monitoring tools (e.g., Nagios, Zabbix, Splunk, Prometheus, SolarWinds, AppDynamics, New Relic, etc.).
• Troubleshoot and resolve escalated alerts, incidents, and issues related to system performance, application health, network connectivity, and infrastructure availability.
• Collaborate with L1 support teams to assist in the diagnosis and resolution of simpler issues.

1. Incident & Problem Management:

• Handle escalated incidents from L1 support, providing root cause analysis (RCA) and resolution.
• Track and maintain records of incidents, problems, and resolutions within the ticketing system (e.g., ServiceNow, JIRA).
• Ensure SLA compliance for issue resolution and follow-up on tickets to meet agreed-upon timelines.

1. Alert Management:

• Review and manage monitoring alerts for critical systems, servers, databases, and applications.
• Ensure alerts are appropriately categorized and routed for resolution.
• Investigate and respond to false positives or irrelevant alerts to maintain the integrity of the monitoring system.

1. Performance Monitoring & Reporting:

• Continuously monitor system health, application performance, and network traffic to proactively identify issues before they affect services.
• Maintain and improve monitoring dashboards to reflect the current health of the environment.
• Generate regular reports for system performance and uptime, providing recommendations for improvements or preventive actions.

1. Tool Configuration & Optimization:

• Assist in the configuration and tuning of monitoring tools to ensure they provide meaningful and actionable data.
• Customize monitoring thresholds, alerts, and notifications to align with the organization's operational needs.
• Continuously improve the monitoring setup to ensure that it effectively supports the evolving infrastructure and application stack.

1. Documentation & Knowledge Sharing:

• Document troubleshooting procedures, known issues, and best practices for the monitoring tools.
• Share knowledge and insights with L1 support teams to improve their troubleshooting capabilities.
• Maintain user manuals or standard operating procedures (SOPs) for monitoring tool management and escalation processes.

1. Collaboration & Communication:

• Collaborate with DevOps, System Admins, and Network Engineers to resolve infrastructure or application performance issues.
• Communicate effectively with internal teams regarding ongoing incidents, resolution timelines, and potential impacts on services.

1. Proactive System Improvements:

• Work with the IT Operations team to identify and implement proactive measures to improve the overall system performance and reduce downtime.
• Provide input for optimizing monitoring thresholds, reducing false alarms, and implementing new monitoring solutions or features.

Required Qualifications:

• 2-5 years of experience in L2 support or operations with monitoring tools.
• Strong understanding of IT infrastructure, including servers, databases, networks, and applications.
• Hands-on experience with monitoring tools (e.g., Nagios, Zabbix, Prometheus, Splunk, AppDynamics, New Relic, etc.).
• Experience working with alert management systems and troubleshooting complex issues.
• Familiarity with cloud environments (AWS, Azure, GCP) and the related monitoring tools.
• Solid understanding of system performance metrics and the ability to identify and troubleshoot issues based on performance data.
• Experience using ticketing systems (e.g., ServiceNow, JIRA, Zendesk) for incident management and tracking.
• Proficiency in Linux/Unix and Windows Server operating systems.
• Scripting knowledge (e.g., Bash, Python, PowerShell) for automating monitoring tasks and alerts.
• Good understanding of networking concepts (DNS, HTTP, TCP/IP, etc.) and their impact on monitoring.