Administrator - Monitoring Tools, Event Monitoring

About the role

Monitor alerts from ScienceLogic monitoring systems.\r Raise incident tickets for all incidents resolvable by you as well as those reassigned to an SDC or 3rd-level support.\r Handling global incidents via the Global Incident Management Process.\r Route non-global incidents to the appropriate support group or SDC Incident Management team.\r

What you'll do

• Monitor And Analyze System Performance Using Integrated Command Center Tools, Ensuring Adherence To Quality Standards, Regulatory Requirements, And Company Policies
• Provide On-Call Support For Escalated Issues, Conducting Thorough Root Cause Analysis To Identify And Resolve Underlying Problems Related To Event Monitoring
• Engage In Value-Adding Activities, Such As Updating And Managing Knowledge Bases, Training New Team Members, And Coaching Analysts To Enhance Team Capabilities
• Independently Resolve Tickets Within Agreed Slas, Managing Ticket Volume And Response Times Effectively To Ensure Operational Efficiency
• Ensure A Positive Customer Experience And High Csat By Achieving First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases

What you need

• Root cause analysis
• Hardware
• Telecom
• Any graduate

Good to have

• ITIL