Your key responsibilities

• Monitor cloud infrastructure and platform health using predefined observability tools.
• Acknowledge and validate alerts from monitoring tools and determine the next course of action.
• Follow standard operating procedures (SOPs) and runbooks for initial triage before escalating.
• Reassign unresolved incidents and requests in ITSM tool to the correct product teams.
• Ensure accurate ticket documentation with timestamps, initial analysis, and handoff details.
• Communicate clearly with L2/L3 teams and stakeholders to facilitate smooth issue escalation.
• Perform shift handovers with detailed updates to ensure continuity in monitoring.

Skills and attributes for success

• Basic understanding of cloud services such as AWS (EC2, S3, IAM, Secrets Manager).
• Familiarity with observability tools like Datadog, OpenTelemetry (OTEL), Splunk, AWS CloudWatch.
• Ability to strictly follow SOPs and predefined triage steps without deviation.
• Strong attention to detail for accurate documentation and handoffs.
• Good communication skills to effectively collaborate with L3 teams and stakeholders 

To qualify for the role, you must have

• 0-2 years of experience in cloud infrastructure or application monitoring.
• Basic understanding of cloud platform - AWS and operating systems (Windows/Linux).
• Knowledge of monitoring tools like Azure Monitor, AWS CloudWatch, or third-party tools such as New Relic, Datadog, or Grafana.
• Experience working with ITSM tools.
• Basic knowledge of DevOps tools such as Jenkins, Kubernetes, and Git.