Monitoring Specialist
4 days ago
Position Objective / Job Summary
The Monitoring Analyst is responsible for delivering first-level support for global monitoring activities. This role ensures timely, professional, and accurate responses to alerts, safeguarding the stability and performance of critical IT services across the organization.
Key Responsibilities
- Monitor the health of networks, systems, and applications using established monitoring tools.
- Conduct initial analysis, troubleshooting, and escalation of incidents in accordance with defined processes.
- Perform first-level fixes and ensure incidents are logged, tagged, tracked, and resolved within Service Level Agreements (SLAs).
- Coordinate with internal IT groups (Infrastructure, Applications, etc.) to drive incident resolution.
- Ensure effective task handover by documenting outstanding tickets and updates for the next shift.
- Generate and maintain monitoring reports, supporting proactive analysis of system performance.
- Adhere to organizational policies and information security standards.
Technical Competencies
Core Skills
- Proficiency in PC operating systems (Windows 98/XP/2000/7 and above).
- Experience with Windows Server, Linux, and cloud platforms (Azure, AWS).
- Familiarity with monitoring tools such as Nagios, AppDynamics, Elastic, and SolarWinds.
- Ability to configure, manage, and administer monitoring tools and alerts.
- Skilled in researching and applying solutions using manuals, knowledge bases, and documentation.
- Capable of preparing scheduled monitoring reports on a global scale.
Collaboration & Teamwork
- Works effectively with Monitoring Support Specialists and IT colleagues to resolve issues.
- Provides support coverage during colleague absences or emergencies.
- Ensures smooth knowledge transfer and documentation during shift handovers.
Additional Technical Knowledge
- Familiarity with the ITIL framework.
- Knowledge of ticketing systems such as ServiceNow or JIRA.
Qualifications & Experience
Education
- Bachelor's degree in Computer Science, Computer Engineering, Information Technology, or a related field.
Experience
- Minimum of 1 year of experience in monitoring or infrastructure support, including incident management.
- Advantageous experience with network, application, or tool setup and configuration.
- Customer support experience is a plus.
Skills & Attributes
- Strong organizational and task prioritization skills.
- Effective verbal and written communication skills.
- Ability to translate technical issues into clear, user-friendly explanations.
- Strong interpersonal skills with the ability to collaborate across teams.
- Proficiency in SQL databases, Windows OS, and Linux OS.
- Adaptable, detail-oriented, and proactive in learning new technologies.
This role plays a critical part in maintaining operational stability across global IT systems by ensuring effective monitoring and first-level incident response.
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