Administrator - Monitoring Tools, Event Monitoring

Administrator - Monitoring Tools, Event Monitoring

Lucknow, Uttar Pradesh

Job Summary

The Tools & Automation Administrator plays a crucial role in ensuring seamless monitoring and support operations within the organization. This position is responsible for independently resolving tickets, providing on-call support, and conducting root cause analysis, all aimed at enhancing customer satisfaction and operational efficiency.

Key Responsibilities

• Monitor And Analyze System Performance Using Integrated Command Center Tools, Ensuring Adherence To Quality Standards, Regulatory Requirements, And Company Policies.

• Provide On-Call Support For Escalated Issues, Conducting Thorough Root Cause Analysis To Identify And Resolve Underlying Problems Related To Event Monitoring.

• Engage In Value-Adding Activities, Such As Updating And Managing Knowledge Bases, Training New Team Members, And Coaching Analysts To Enhance Team Capabilities.

• Independently Resolve Tickets Within Agreed Slas, Managing Ticket Volume And Response Times Effectively To Ensure Operational Efficiency.

• Ensure A Positive Customer Experience And High Csat By Achieving First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases.

Skill Requirements

• Strong Understanding Of Monitoring Tools And Technologies Related To Integrated Command Center And Event Monitoring

• Solid Knowledge Of Network Operations Center Processes And It Support Monitoring

• Proficiency In Conducting Root Cause Analysis And Problem Resolution

• Familiarity With Quality Assurance Standards And Regulatory Compliance In Technical Operations

Other Requirements

• Itil Foundation Certification (Optional But Valuable)

• Relevant Certifications In Monitoring Tools Or Event Management (Optional But Valuable