Service Monitoring (Logic Monitoring)

Service Monitoring (Logic Monitoring)
Service Monitoring (Logic Monitoring)
Location: Mumbai
Experience: 6 years to 8years
Interview Mode: Online Interview
Interview Date: 3rd Aug 2025 (Thursday)
Interview Time: 11: 00 AM to 1: 00 PM
Must-Have:
experience in IT Service Management, including Major Incident and Problem Management.
• Strong knowledge of ITIL Incident, Problem, Change, and Service Level Management processes.
• Proven experience managing P1/P2 incidents in complex enterprise environments.
• Experience with SLA management, KPI reporting, and service governance.
• Strong understanding of RCA methodologies (5 Whys, Fishbone, Fault Tree Analysis, etc.).
• Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar.
• Excellent communication, stakeholder management, and leadership skills.
• Strong analytical and problem-solving capabilities.
Preferred Qualifications
• ITIL Foundation/Intermediate/Managing Professional certification.
• Experience working in global 24x7 support environments.
• Knowledge of Agile, DevOps, Cloud, and SRE practices.
• Experience in process improvement and operational excellence initiatives.
Key Performance Indicators (KPIs)
• Major Incident Resolution Time (MTTR)
• SLA Compliance Percentage
• Reduction in Repeat Incidents
• Problem Resolution Effectiveness
• RCA Timeliness and Quality
• Customer Satisfaction (CSAT)
• Process Compliance Score
• Service Availability and Stability Metrics
Key responsibilities:
Major Incident Management
• Lead and coordinate the resolution of high-priority (P1/P2) incidents impacting business-critical services.
• Chair major incident bridge calls and coordinate cross-functional technical teams.
• Ensure timely communication to stakeholders, leadership, and customers during critical incidents.
• Drive service restoration efforts while minimizing business impact.
• Conduct post-incident reviews and ensure corrective actions are implemented.
Problem Management
• Manage the end-to-end Problem Management lifecycle in accordance with ITIL best practices.
• Facilitate Root Cause Analysis (RCA) and identify recurring incident trends.
• Track and govern problem records through resolution.
• Drive permanent fixes and preventive measures to improve service stability.
• Monitor Known Error Database (KEDB) and ensure knowledge sharing across teams.
SLA & Service Governance
• Monitor and report on Incident and Problem Management SLAs and KPIs.
• Identify SLA breaches, perform trend analysis, and implement improvement plans.
• Develop and maintain service performance dashboards and executive reports.
• Ensure operational teams meet agreed service targets and commitments.
Process Compliance & Continuous Improvement
• Ensure compliance with Incident, Problem, Change, and Service Management processes.
• Conduct regular process audits and identify areas for improvement.
• Drive process standardization and automation initiatives.
• Support organizational ITSM maturity and continuous service improvement programs.
• Ensure adherence to governance, risk, and compliance requirements.
Stakeholder Management
• Act as the primary escalation point for critical incidents and service issues.
• Collaborate with IT Operations, Infrastructure, Application, Security, and Vendor teams.
• Present service performance, RCA findings, and improvement initiatives to senior management.
• Build strong relationships with business stakeholders and customers.
15 years of Continuous Education.

Work arrangement
No