Ensure compliance with company standards and regulatory requirements. Lead and coordinate 24×7 L1 SMC Monitoring operations, supervising shift activities and ensuring continuous monitoring of servers, networks, storage, databases, backups, and applications.
Manage staffing and shift rosters, including scheduling duties, arranging backfills for leave/emergencies, and ensuring adequate monitoring coverage at all times.
Provide technical guidance for L1 troubleshooting, supporting first‑level diagnostics, validating escalations, and ensuring smooth event monitoring operations.
Oversee incident and escalation workflows, ensuring proper shift handovers, acting as Incident Coordinator during major incidents, and guiding the L1 team on daily incident handling.
Execute service and change requests, coordinating with System and Application teams, validating SOPs, and ensuring L1 staff have required training and access...