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.

• 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
• 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
• 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
• 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
• 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
• 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
• 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
  

• 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
  

• 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
  
  

• 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
  
  

• 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)
  
  

• 24×7 shift-based operations (rotational shifts)
• Follow-the-sun support across APAC, EMEA, and AMER
• Handover discipline between shifts is critical
  
  

• 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