Infrastructure Monitoring Analyst – L1 Support

About the role

The Infrastructure Monitoring Analyst (L1 Support) ensures continuous visibility of enterprise systems by monitoring alerts, creating tickets, and following escalation procedures. Working in a 24x7 shift environment, the analyst plays a key part in maintaining operational stability and service continuity.

Key responsibilities

• Monitor infrastructure alerts across network, server, and application layers using centralized monitoring tools.
• Create and categorize tickets in the ITSM system (e.g., ServiceNow, BMC) according to SOPs.
• Follow predefined workflows to notify resolver groups or escalate incidents.
• Maintain accurate event logs and documentation for further triage.
• Validate alerts to eliminate false positives and support handover to L1/L2 teams.
• Ensure compliance with monitoring KPIs and SLAs.
• Assist in updating monitoring dashboards and participate in periodic health checks.

Required profile

• Bachelor’s degree in Computer Science, IT, or related field, or equivalent experience.
• Minimum 3 + years of experience in IT monitoring or support.
• Willingness to work rotational 24x7 shifts.
• Strong analytical, problem‑solving, and documentation skills.
• Attention to detail and ability to follow runbooks and SOPs.

Required skills

• Experience with ITSM platforms such as ServiceNow or BMC Remedy.
• Proficiency in using monitoring tools for network, server, and application alerts.
• Basic knowledge of Windows operating systems, Active Directory, networking, and server concepts.
• Ability to prepare basic reports in Microsoft Excel.