SME - Monitoring Tools, Event Monitoring

Technology, Data & Digital · IT Infrastructure & Security · DevOps · Site Reliability Engineering · Software Engineering

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In short

As a Subject Matter Expert in Tools and Automation, you will be responsible for the timely resolution of escalated incidents, adhering to quality and SLA requirements. This role involves mentoring team members, validating change orders, and conducting in-depth analyses to drive continuous improvement and enhance customer satisfaction.

Responsibilities

Ensure timely resolution of escalated tickets and incidents using advanced monitoring techniques and event analysis.
Mentor team members and administrators on monitoring tools and best practices.
Validate change order implementation plans using monitoring tools.
Engage in customer meetings, capture feedback, and address issues to enhance service delivery.
Conduct root cause analysis and trend analysis using monitoring data to generate reports for stakeholders.

Requirements

Proficient in monitoring tools and technologies for event monitoring and incident management.
Strong analytical skills with the ability to perform root cause analysis and trend analysis.
Excellent communication skills for stakeholder engagement and documentation.
Familiarity with ITIL processes and best practices in incident management.

Desired Qualifications

ITIL Foundation Certification (Optional but valuable).
Certification in relevant monitoring and automation tools (Optional but valuable).

Benefits

Supercharge your potential, find your career, and find your spark at HCLTech.
Be part of a global technology company with over 230,000 people across 60 countries.
Work with clients across all major verticals.

Skills

Monitoring ToolsEvent MonitoringIncident ManagementRoot Cause AnalysisTrend AnalysisITIL

#Monitoring Tools#Event Monitoring#Incident Management#ITIL#Automation

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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