Monitoring Engineer

The Global Monitoring & Operations Engineer/Analyst is responsible for real-time monitoring, incident detection, triage, and coordination across the enterprise application and infrastructure landscape. This role operates within a 24×7 Global Command Center, ensuring high availability, performance, and reliability of business-critical systems including eCommerce, POS, ERP (SAP), and integrations.

The role plays a critical part in proactive issue detection, rapid incident response, and seamless escalation to L2/L3 teams, supporting a follow-the-sun operational model. Focus is on monitoring, triage, and coordination - not deep engineering troubleshooting or root cause ownership.

1. Real-Time Monitoring & Event Management

Monitor enterprise systems, applications, integrations, and infrastructure using centralized monitoring tools

Track health, availability, and performance of:

DTC and B2B eCommerce platforms and websites

ERP systems (SAP ECC, BW, etc.)

POS systems and retail operations

Integration platforms (APIs, EDI, middleware)

Cloud Infrastructure and Network Infrastructure

Identify anomalies, alerts, and potential incidents in real time

Ensure all critical alerts are acknowledged within defined SLAs

2. Incident Detection & Triage (L1 Operations)

Perform first-level triage and validation of alerts

Classify incidents based on severity, business impact, and urgency

Execute predefined runbooks and standard operating procedures (SOPs)

Resolve common and repeatable issues where possible

Document diagnostic findings clearly to accelerate L2/L3 resolution

3. Escalation & Coordination

Escalate incidents to L2 Application Support or L3 Product/Engineering teams as required

Ensure proper documentation and context is provided during escalation

Act as the central coordination point during incidents, ensuring communication across teams

4. Incident Management & Communication

Create and manage incident tickets in ITSM tools (e.g., ServiceNow)

Maintain accurate and timely updates throughout the incident lifecycle

Communicate status updates to stakeholders, including business users when required

Support major incident coordination by providing timely updates, documentation, and bridge call support as directed by the Incident Manager

5. Proactive Monitoring & Prevention

Identify recurring issues and trends

Recommend improvements to monitoring thresholds, alerts, and automation

Provide incident timelines, logs, and supporting data to assist problem management and RCA activities led by L2/L3 teams

6. Automation & Continuous Improvement

Collaborate with L2/L3 teams to:

Enhance monitoring coverage and observability

Support automation and automate repetitive tasks where possible

Improve alert quality (reduce noise, eliminate false positives)

Maintain and update runbooks and knowledge base articles / documentation

7. Global Operations Model

Participate in a 24×7 shift-based model (follow-the-sun across regions)

Ensure seamless handover between shifts and regions

Maintain operational discipline and adherence to SLAs and OLAs

Required Skills & Experience

Technical Skills

Experience with monitoring and observability tools (e.g., Dynatrace, Datadog, Splunk, New Relic, AppDynamics, Zabbix, Nagios, PRTG etc.,)

Understanding of:

eCommerce, Point of Sale, and B2B Web and platforms

ERP systems (preferably SAP)

API integrations and middleware (e.g., Boomi)

Cloud and Network Infrastructure

Database system performance indicators

Familiarity with cloud environments and distributed systems

Basic knowledge of networking, databases, and system performance

Ability to interpret logs, dashboards, and monitoring alerts

Operational Skills

Strong incident management and troubleshooting skills

Experience working in 24×7 operations or NOC environments

Knowledge of ITIL processes (Incident, Problem, Change Management)

Ability to follow and execute structured runbooks and escalation matrices

Soft Skills

Strong analytical and problem-solving ability

Clear and concise communication (verbal and written)

Ability to perform under pressure during critical incidents

High attention to detail and operational discipline

Preferred Qualifications

Experience in retail, eCommerce, or global enterprise environments

Exposure to e Commerce, POS, and SAP ecosystems

Familiarity with automation/scripting (Python, Shell, etc.)

ITIL certification (preferred)

Work Model

24×7 shift-based operations (rotational shifts)

Follow-the-sun support across APAC, EMEA, and AMER

Handover discipline between shifts is critical

What Success Looks Like

Within 6–12 months, the successful candidate will:

Consistently meet SLA targets

Accurately classify and escalate incidents with minimal rework

Demonstrate strong shift handover discipline

Reduce false escalations through effective triage

Contribute to improved alert quality and monitoring coverage