Genex Infosys Limited

Job Summary We are looking for a responsible and detail-oriented Service Monitoring Team Member to join our operations team. The role will be responsible for 24/7 monitoring of contact center systems, applications, servers, networks, and service dashboards to ensure continuous service availability and operational stability The position involves monitoring system alerts, identifying technical issues, performing basic Level 1 (L1) troubleshooting, creating and tracking service tickets, coordinating with internal technical teams and external vendors, and ensuring timely escalation and resolution of incidents Key Responsibilities ✔ Monitor contact center systems, applications, servers, networks, and service monitoring dashboards on a continuous basis ✔ Perform regular system health checks and identify abnormalities, service disruptions, performance issues, and potential technical problems ✔ Monitor system and service alerts and take immediate action according to established SOPs and operational procedures ✔ Perform basic L1 troubleshooting and resolve common system, application, connectivity, and service-related issues ✔ Monitor the performance and availability of ISP, NTTN, telecommunications, and other service providers ✔ Identify and escalate unresolved or critical incidents to the appropriate technical team, support team, or vendor ✔ Coordinate with internal IT, network, system, application, and operations teams to ensure timely incident resolution ✔ Communicate and coordinate with external vendors and service providers regarding technical incidents and service disruptions ✔ Create, update, assign, and track incident and service tickets throughout the resolution process ✔ Maintain accurate records of incidents, system alerts, alarms, outages, troubleshooting activities, and service-related issues ✔ Prepare shift handover reports, incident reports, service summaries, and operational updates ✔ Act as the first point of contact for service-related incidents and ensure issues are properly logged, monitored, and escalated ✔ Follow established SOPs, escalation matrices, incident management procedures, and operational guidelines ✔ Ensure proper communication and escalation of critical incidents to minimize service downtime and operational impact ✔ Work in 24/7 rotational shifts, including night shifts, weekends, and public holidays, as required ✔ Support the preparation, review, and maintenance of operational documentation, monitoring procedures, troubleshooting guides, and service management processes ✔ Maintain a high level of attention to detail while monitoring multiple systems and responding to incidents in a timely manner ✔ Perform other monitoring, incident management, and operational support duties assigned by management