ASM Analyst

The Monitoring and Service Desk Engineer will serve as the first point of contact for all technical issues and service requests. This role is critical in ensuring a smooth, efficient support experience for end-users and involves monitoring, diagnosing, and resolving problems in a timely manner.

• Respond to reported service incidents/requests and initiate the incident management process
• Keep users informed about their incidents' status at agreed intervals
  
• Verify resolution with users and resolve incidents in ITSM tool
  
• Log all incidents/service requests and their resolution to identify recurring issues
  
• Perform daily triage of incidents
  
• Configure threshold value alerting, triggers, and remediation
  
• Monitor network utilization and system health checks
  
• Maintain and update reports and correspondence related to the work
  
• Prioritize incidents according to their urgency and impact on the business
  
• Investigate and diagnose incidents to restore failed IT services as quickly as possible
  
• Validate Service Level Agreements (SLAs) for supportability and ensure performance against SLAs
  
• Escalate incidents at risk of breaching SLAs to the responsible teams
  
• Support change management efforts as directed by senior team members and change specialists

• ITIL Knowledge of various Service components. Knowledge in Incident management, 
  change Management & Problem management.
• 1-3 years of working experience.
• L0/L1 Troubleshooting of Incidents/tickets on various tools and applications.
• AWS, Oracle DBA, VMware and Monitoring dashboard like Dynatrace, CloudWatch etc
• Production support. (Multiple or one area can also be considered).
• Knowledge in Software Testing Lifecycle
• Basic SQL commands and some Database Knowledge