Monitoring L2/L3 Support
- eClerx
- 1 - 4 years
- Mumbai
- 3 months ago
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Job Description
Key Responsibilities
- Continuously monitor alerts, alarms, dashboards, and event logs from various applications, network devices, and systems like ASSURE1 and SEV1
- Identify incidents and anomalies proactively and take immediate action as per defined SOPs.
- Escalate issues to relevant technical teams (network, server, application, security) within agreed SLAs.
- Perform initial triage of alerts to rule out false positives.
- Document incident details accurately in the ticketing system.
- Follow up on escalated incidents to ensure resolution and closure.
- Act as the first point of contact for incidents in the NOC.
- Maintain clear communication with L2/L3 support teams and stakeholders during outages.
- Provide timely updates on incident status to management as required.
- Maintain incident logs, shift handover notes, and escalation matrices.
- Prepare daily/weekly reports on alerts, incidents, and system health.
- Contribute to the continuous improvement of monitoring processes.
- Suggest enhancements to monitoring tools, dashboards, and processes.
- Participate in root cause analysis discussions.
- Stay updated with latest network/system monitoring trends and best practices.
Required Skills & Experience
- 13 years of experience in NOC operations, IT monitoring, or technical support.
- Hands-on experience with monitoring tools (e.g., SolarWinds, Nagios, Zabbix, Splunk, ServiceNow, or similar).
- Good understanding of networking fundamentals (LAN/WAN, TCP/IP, DNS, firewalls, switches, routers).
- Familiarity with incident management and ITIL processes.
- Ability to work in a 24x7 shift environment.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent communication and documentation abilities.
Preferred Qualifications
- Relevant certifications (CCNA, CompTIA N+, ITIL Foundation, etc.).
- Experience in telecom, ISP, or enterprise IT network environments.
- Exposure to cloud infrastructure monitoring (AWS CloudWatch, Azure Monitor, etc.).
Job Classification
Industry: BPM / BPOFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: IT Network - OtherEmployement Type: Full timeContact Details:
Company: eClerxLocation(s): Mumbai+ View Contact
Keyskills: Monitoring NOC Noc Operations Network Monitoring Alarm Monitoring L2 Support Monitoring Tools
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