Junior Associate - Junior Associate

• We are seeking a detail-oriented and proactive L1 Monitoring Specialist with a strong understanding of databases and middleware technologies to join our Operations Control Center (OCC) support team. The successful candidate will be responsible for monitoring and maintaining the health of various applications, databases, and middleware systems to ensure optimal performance and minimal downtime. As a part of the L1 Support team, you will be the first point of contact for incident detection, troubleshooting, and resolution within the defined SLAs.

Key Responsibilities: Monitoring & Incident Management:

• Monitor real-time alerts and notifications from the monitoring systems related to databases, middleware, and applications.
• Perform initial triage of incidents, categorize, and escalate to the appropriate teams as required.
• Ensure that issues are logged, tracked, and resolved within the defined service level agreements (SLAs).
• Respond to system alarms and performance issues, ensuring the system operates smoothly.
• Coordinate with cross-functional teams to resolve system outages and incidents.

Documentation & Reporting:

• Document incident details, resolutions, and root cause analysis for future reference.
• Maintain accurate records of monitored systems, processes, and troubleshooting steps.
• Prepare and present daily, weekly, or monthly performance and incident reports.

Collaboration & Escalation:

• Collaborate with L2/L3 support teams for complex troubleshooting and issue resolution.
• Maintain effective communication with both internal stakeholders and external vendors, ensuring timely updates on incident resolution.

Preventive Measures:

• Participate in post-incident reviews and assist in identifying patterns or recurring issues.
• Suggest and implement improvements to monitoring processes or procedures to prevent future incidents.

Qualifications: Education & Experience:

• Bachelor s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 1-3 years of experience in IT support, monitoring, or application support.

Technical Skills:

• Basic understanding of IT infrastructure, networks, and cloud platforms.
• Hands-on experience with monitoring tools (e.g., Nagios, SolarWinds, Zabbix, or others).
• Experience with incident management and ticketing systems (e.g., ServiceNow, JIRA, Remedy).

Soft Skills:

• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to prioritize and manage time effectively in a fast-paced environment.
• Ability to work under pressure and meet tight deadlines.
• Attention to detail and ability to follow processes and procedures.
• Preferred: Experience with cloud technologies (AWS, Azure, etc.).
• Certification in relevant IT fields (e.g., ITIL, CompTIA, or database-related certifications).

Work Environment:24/7 shift environment, including weekends and holidays (if applicable).

• On-call support as needed.