IT Monitoring Engineer

About us:Introlligent (www.introlligent.com) is a client centric global software development company providing software development, web application development, IT Professional services, Database, Business intelligence and Infrastructure implementation for your mission-critical business challenges. Introlligent has significant global presence with offices across North America, Singapore, UAE, China and India. We leverage our proven Global Delivery Model for unparalleled scalability, project efficiencies & cost benefits.Established in the year 2001, Introlligent is a leading software development company with proven expertise in providing Offshore Software Development Services & solutions with services such as Offshore & Onsite software development , Web Applications Development, Product Development, Recruitment Solutions, Web-Enablement Designing, .Net Development , PHP Development etc. Over the years, our committed professionals have provided solutions par excellence.Some of our clients include large global corporations from industry verticals like manufacturing, media & entertainment, banking & finance, healthcare, insurance, real estate service etc.
Introlligent Solutions Pvt. Ltd. is the Indian subsidiary of Introlligent Inc. and we are recruiting IT Monitoring Engineer position with our exclusive ODCs based in Bangalore for our Fortune 50 clients in US, UK and APAC 
Job Description:This is an operational role with day-to-day accountabilities to support the objectives established for the Support and Operations Team. The candidate will be responsible for driving for consistent, high-quality levels of response and service. The responsibilities also include real-time monitoring of Customer Service Tickets, System Infrastructure Alerts, Incidents, and coordinate with team members ensuring timely response to customer issues, in support of the service level (SLA) goals.
Roles and Responsibilities: 

• Real-Time 24x7x365 monitoring of IT incident and request tickets to ensure accurate ticket assignment, and timely response and resolution to customer issues 
• Real-time monitoring of Dashboards and Graphs in Grafana, Zabbix, Nagios and Zenoss for schedule adherence, availability and compliance 
• Possesses and applies working knowledge of technology environment to ensure all open issues are being addressed and resolved quickly. 
• Analyzes a chain of events and applies technical and organizational knowledge following established procedures and/or detailed specifications. 
• Leverage tools, technology, and process to ensure end-user consumers have a positive experience
• Response, active ownership, and drive towards fixing availability & performance issues reported to the Ops team, including cooperation with multiple teams and other internal/external stakeholders.
• Define and update the Standard Operating procedure documentation clearly and concisely. 
• Prepare and distribute standard reports designed to measure the success of the Team's performance 
• Track opportunities for improvement and raise for direction/prioritization. Creates Reports and performs analysis which assists leadership with workforce management
• Perform trend analysis to improve the delivery of IT Services to our customers. Identifies critical contributors in resolving high severity/priority incidents and problems. 
• Initiates and participates in Incident Escalation, notification and resolution processes. 
• Facilitates meetings for implementing permanent fixes or workarounds for high/critical severity incidents/problems
• Needs to have a good rapport with other team members because the role involves assigning tasks to senior people in the team
• Comfort/experience communicating and influencing across job levels with both internal and external partners

Job Expectations:

• Should be positive, self-motivated to provide the customer with the highest level of support
• Knowledge in SQL, Linux OS and Python concepts is an added advantage
• Knowledge in monitoring tools like Grafana, Nagios, Zenoss, and Zabbix is a plus.
• Should have strong written and verbal communications skills to support the business
• Should have strong Team collaboration skills to work with cross-functional teams to get the work done within the stipulated time

Shift timings:Shift 1: 7:30AM - 3:30PM (10 days a month)Shift 2: 3:30 PM - 11:30PM (7 days a month) Shift 3: 11:30PM - 6:30AM (4 days a month)