About this role
About the Role The GCC Analyst is responsible for 24x7 monitoring of IT infrastructure, applications, and services, ensuring early detection of incidents, timely escalation, and minimal business disruption. The role requires strong operational discipline, adherence to SLAs, and effective coordination with cross-functional teams.
What You'll Do
- Perform real-time monitoring of Infrastructure (Servers, Storage, Network), Applications and services, Security alerts (basic level)
- Conduct incident triage, categorization, and prioritization (P1/P2/P3)
- Log, update, and track incidents in ITSM tools (ServiceNow preferred)
- Follow standard operating procedures (SOPs) and runbooks for initial troubleshooting
- Escalate incidents to L2/L3/support teams as per defined escalation matrix
- Support Major Incident Management (MIM) calls and provide timely updates
- Ensure incidents are resolved within SLA timelines
- Perform routine health checks and monitoring validations
- Maintain accurate shift handover reports and documentation
- Identify recurring issues and highlight for problem management
- Ensure adherence to operational processes, SLAs, and compliance standards
What We're Looking For
- Basic to intermediate knowledge of: Monitoring tools (Dynatrace, SolarWinds, Nagios, Zabbix, etc.)
- ITSM tools (ServiceNow or equivalent)
- Understanding of: Infrastructure (Windows/Linux servers, network basics, storage)
- Application and service monitoring concepts
- Familiarity with: ITIL Incident Management process; Alert handling and ticket lifecycle
- Willingness to work in a 24x7 support model
- Exposure to: Cloud platforms (Azure / AWS)
- Basic scripting (PowerShell / Bash)
- Awareness of: Security monitoring / SIEM alerts
- Automation tools (Ansible – basic knowledge)
Nice to Have
- Cloud platforms (Azure / AWS) (optional emphasis)
- Basic scripting (PowerShell / Bash)
- Security monitoring / SIEM alerts
- Automation tools (Ansible – basic knowledge)