Sr Engineer (Tools & Automation)

Job Summary

Key Responsibilities 1. 24x7 Monitoring & Operational Coverage Provide and sustain round-the-clock monitoring and alert coverage across global business units and regional platforms. Ensure seamless operational support as new geographies, applications, and platforms are onboarded. Maintain service continuity without coverage gaps during shift transitions and operational escalations. 2. Business-Correlated Monitoring & Early Detection Drive the correlation of IT telemetry, infrastructure events, and application alerts with business transaction impacts. Enable earlier detection of customer and business-facing issues through proactive monitoring strategies. 3. Major Incident Management (MIM) Effectively support Major Incident bridges while maintaining adequate operational coverage. Coordinate concurrent incidents without compromising monitoring effectiveness. Ensure timely escalation, stakeholder communication, and resolution tracking during critical incidents. 4. Monitoring Optimization & Alert Management Continuously review, tune, and optimize alert configurations in partnership with application owners and sustainment teams. Identify and reduce false-positive alerts to improve operational efficiency and focus on actionable events. Contribute to monitoring maturity initiatives and alert rationalization efforts. 5. Alert Governance & Data Quality Ensure accurate and consistent tagging and classification of alerts. Maintain monitoring data integrity during periods of high alert volume and operational noise. Support reporting accuracy through disciplined alert management practices. 6. Root Cause Analysis (RCA) Ownership Drive Root Cause Analysis activities through to final closure. Reduce repeated stakeholder engagements by ensuring comprehensive and accurate problem investigation. 7. Incident Ownership & Closure Management Maintain clear visibility of incident ownership, status, and closure progress. Ensure incidents are actively tracked through resolution rather than limited to notification and escalation activities. Drive accountability across support teams for timely closure of operational issues. 8. Stakeholder Coordination & Follow-Through Proactively engage sustainment and resolver groups to obtain acknowledgments, updates, and issue resolution. Eliminate the need for repeated manual follow-ups through disciplined operational governance. Act as a central coordination point during critical operational events. 9. Incident Reporting & Communication Produce consistent, accurate, and timely incident reports for operational and leadership stakeholders. Standardize reporting formats, communication cadence, and escalation updates across teams. Ensure transparency and visibility of operational health and incident status. 10. Severity Assessment & Escalation Management Apply established severity criteria consistently across all operational events. Make informed decisions regarding escalations, incident creation, and Major Incident declaration. Reduce delays caused by uncertainty in impact assessment and incident classification. 11. Shift Handover & Operational Continuity Ensure structured and complete handovers between shifts. Communicate monitoring concerns, active incidents, known issues, and product updates effectively. Maintain continuity of operational ownership across regions and support teams. 12. Business Impact Assessment Rapidly assess and communicate business impact during operational incidents. Provide leadership with clear understanding of customer, revenue, and operational risks. Support data-driven prioritization and decision-making during critical events. Required Skills & Experience Experience in NOC, Command Center, Service Operations, Incident Management, or Monitoring Operations. Strong understanding of enterprise monitoring and observability platforms. Hands-on experience managing Major Incidents and stakeholder communications. Knowledge of ITIL Incident, Problem, and Major Incident Manage

Key Responsibilities

• Strong analytical and root-cause investigation skills.
• Excellent communication and executive reporting capabilities.
• Ability to work effectively in a fast-paced 24x7 support environment.
• Experience coordinating across multiple support partners, application teams, and infrastructure teams.

Preferred Qualifications

• ITIL Foundation or equivalent certification.
• Experience with enterprise monitoring platforms, ServiceNow Event Management, or similar tools.
• Experience supporting global business-critical applications and services.
• Familiarity with business service monitoring, observability, and operational governance models.

Success Measures

• Monitoring coverage adherence and operational continuity.
• Reduction in false-positive alerts.
• Improved alert-to-incident correlation accuracy.
• Identifying & proposing Major Incident contributors, before an impact is caused. 
• Timely Major Incident management and stakeholder communications.
• RCA completion and closure effectiveness.
• Incident ownership and closure compliance.
• Consistency of reporting and handover quality.
• Improved proactive detection and business-impact visibility.

Skill Requirements

• Strong analytical and root-cause investigation skills.
• Excellent communication and executive reporting capabilities.
• Ability to work effectively in a fast-paced 24x7 support environment.
• Experience coordinating across multiple support partners, application teams, and infrastructure teams.

Preferred Qualifications

• ITIL Foundation or equivalent certification.
• Experience with enterprise monitoring platforms, ServiceNow Event Management, or similar tools.
• Experience supporting global business-critical applications and services.
• Familiarity with business service monitoring, observability, and operational governance models.

Success Measures

• Monitoring coverage adherence and operational continuity.
• Reduction in false-positive alerts.
• Improved alert-to-incident correlation accuracy.
• Identifying & proposing Major Incident contributors, before an impact is caused. 
• Timely Major Incident management and stakeholder communications.
• RCA completion and closure effectiveness.
• Incident ownership and closure compliance.
• Consistency of reporting and handover quality.
• Improved proactive detection and business-impact visibility.

Other Requirements