Production Monitoring Support

• Monitor infrastructure and application health using observability and monitoring dashboards.
• Continuously track system performance, availability, and overall application health.
• Identify potential issues and anomalies through monitoring tools and dashboards.

• Monitor alerts generated by infrastructure and application monitoring tools.
• Validate alerts and take appropriate actions based on defined SOPs and operational procedures.
• Ensure timely reporting and notification of incidents to relevant stakeholders.
• Maintain accurate records of alerts, incidents, and monitoring activities.

• Acknowledge and triage incidents within the defined SLA.
• Perform initial analysis and take necessary corrective actions as per established SOPs.
• Create and document incidents for failures or issues identified during monitoring.
• Escalate incidents to the appropriate teams based on defined escalation matrices.
• Support incident resolution and ensure proper closure with relevant documentation.

• Be available to work in 24/7 rotational shifts, including weekends and holidays as required.
• Provide on-call support for monitoring and incident management activities.
• Ensure effective handover between shifts to maintain operational continuity.

• Review, maintain, and update on-call runbooks and incident playbooks.
• Maintain and update escalation matrices and support contacts.
• Ensure required access, credentials, and operational information are properly documented and maintained in accordance with security guidelines.
• Provide comprehensive shift handovers, including ongoing incidents, alerts, known issues, and pending actions.

• Hands-on experience with observability and monitoring tools such as:Prometheus
  Grafana
  ELK Stack
  

• Strong experience with log aggregation and analysis using:Elasticsearch
  Logstash
  Kibana
  Splunk (preferred)
  

• Working experience with cloud monitoring platforms such as:AWS CloudWatch
  GCP Operations Suite
• Good understanding of Kubernetes monitoring and troubleshooting.

• Strong understanding of incident management and production support processes.
• Experience working with SOPs, runbooks, escalation matrices, and operational procedures.
• Strong analytical and troubleshooting skills.
• Good communication skills with the ability to coordinate with multiple technical teams during incidents.

• 2 - 3+ years of relevant experience in monitoring, observability, production support, or infrastructure operations.
• Experience working in a 24/7 production support environment.
• Exposure to ITIL-based incident management processes would be an advantage.

24/7 Rotational Shifts