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.