Key Responsibilities
Incident Response and Troubleshooting
Monitor alerts and triage incoming incidents—classify, prioritize, and document in Jira Service Management per ITIL guidelines.
Troubleshoot issues across multi cloud infrastructure (EC2, VPC, VPN, load balancers), identity and access management (IAM, SSO, directory services), networking (DNS, firewalls, routing), databases, and application layers.
Execute established runbooks and standard operating procedures to resolve or contain incidents within SLA targets.
Escalate unresolved or high-severity incidents to senior specialists or engineering teams with clear, accurate context.
Monitoring and Alerting
Monitor multi-cloud infrastructure, network, and security tooling 24×7 using enterprise observability platforms.
Identify anomalies, threshold breaches, and potential security events; take first-response action or escalate per SOPs.
Flag false positives and noisy alerts to senior specialists for threshold tuning and runbook updates.
Shift Operations
Participate in 24×7 rotational shifts; execute clean handoffs with detailed shift logs.
Follow escalation matrices and communication protocols during all incidents.
Maintain accurate, real-time operational logs throughout each shift.
Documentation and Knowledge Contribution
Update and maintain runbooks, troubleshooting guides, and SOPs in Confluence as issues are resolved.
Document recurring incidents and known workarounds to build the Command Centre knowledge base.
Log all actions taken during incidents for post-incident reviews and audit trails.
SLA Tracking and Reporting
Track incident response and resolution times against defined SLAs; flag breaches or at-risk tickets promptly.
Contribute to operational dashboards and shift reports as directed by senior specialists.
Required Qualifications
3–5 years in a Command Centre, NOC, or equivalent 24×7 operations environment.
1–2 years of hands-on exposure to AWS and/or Azure—working familiarity with EC2, VPC, VPN, and IAM basics.
Practical troubleshooting skills across cloud, identity, network, database, and application layers.
Awareness of Kubernetes and containerized workloads sufficient to interpret alerts.
