so raised for L1 Support Lead Incident leads "Job Description L1 Support & Ticketing (Monitoring / Incident) Bifurcate into: Technical Skills Basic SQL queries Process Skills ¿ Other skills ¿ MS excel, Word, spreadsheet, PPT, Communication & health conversations, Follow up, Coordination, Common Sense, Monitoring L1 Support team are responsible for overseeing the real time health, performance, incidents, security of IT infrastructure, including servers, networks, applications, crucial role in identifying and escalating issues. ¿ A bachelor's degree in a related field may be preferred ¿ Familiarity with any monitoring tools and other monitoring software ¿ Good communication and interpersonal skills and proactive approach to monitoring and incident response 1. Ensure the day to day operations of the monitoring and reporting infrastructure and Continuously monitor IT systems, networks, and applications using monitoring tools and software to identify potential issues or anomalies. 2. Update to respective Customer SPOC for any Critical alerts and Raise ticket in ITSM 3. Perform initial troubleshooting steps to resolve common issues or escalate problems to higher level support teams when necessary 4. Escalate complex or critical issues to the appropriate teams or individuals for further investigation and resolution 5. Prioritize and categorize alerts based on severity and potential impact on business operations 6. Maintain detailed logs and records of incidents, actions taken, and resolutions for future reference and reporting 7. Collaborate with L2 and L3 support teams, Incident Manager as well as other IT departments, to ensure a smooth transition of incidents and timely resolution 8. Maintain ROTA and Ready to work in in a 24/7 environment, requiring shift work. 9. Role is essential for ensuring the stability and reliability of an organization's IT infrastructure and services 10. Conduct data review to verify all completed monitoring forms / reports are submitted for data entry and report any discrepancies. 11. Enter assigned category of monitoring data into designated database(s) / excel / reports 12. Conduct data quality checks as suggested by technical head before submission of data / report. 13. To adhere to technical head guidelines in prioritizing and categorising alerts based on severity and potential impact on Business." For any P1 and P2 incident, need to send Tech alerts/RCA to all stakeholders. ¿ Driving CAB calls for deployment updates. ¿ Identify repeated incidents and ask application team to create PR. ¿ Followup for PR status and deadline. ¿ Governance task for Open/Close change. ¿ Drive DR calls for INB apps. ¿ SOP for incident Management.