Network Monitoring Analyst

Provide continuous 24x7x365 monitoring and incident support for infrastructure, applications, and cloud environments. Responsibilities include capturing alerts, creating and managing incident tickets, performing SOP-based troubleshooting, escalating issues as needed, and supporting the full incident lifecycle. Contribute to the development of SOPs and knowledgebase articles, assist with root-cause analysis, generate reports, monitor batch jobs, and help maintain overall system stability. Support high-severity incidents by initiating bridges, engaging required resources and vendors, maintaining detailed notes, and driving the issue through to resolution.

Core Responsibilities

• Deliver round-the-clock monitoring of in-scope systems using enterprise monitoring, ITSM, and batch scheduling tools.
• Serve as the first point of escalation for technical, procedural, and process-related queries during the shift.
• Manage shift operations, ensure accurate handovers, and maintain documentation (Runbooks, SOPs, technical references).
• Create, acknowledge, analyze, and escalate alerts/events; open incident tickets based on defined severity and SLAs.
• Perform Level 1 and 2 troubleshooting to reduce load on technical teams; trigger and support incident management processes.
• Coordinate with tools teams, service desk, vendors, and technology groups for updates, escalations, and service restoration.
• Support major incidents (MI) by initiating bridges, performing impact analysis, notifying stakeholders, sending periodic updates and closure reports, and identifying recurring issues.
• Monitor and execute batch job schedules and address related alerts and requests.
• Identify gaps, false alerts, threshold issues, or monitoring inconsistencies and escalate appropriately.
• Support hardware replacement, capacity expansion, installations/decommissioning, and project-related coordination.
• Generate operational reports and contribute to continuous improvement of monitoring processes.

• Associate degree in Information Technology, Computer Science, Networking, or Cybersecurity; bachelor’s degree preferred.
• 1-2 years of networking experience, including understanding of network protocols, first-level network troubleshooting, DNS/IP entry management, and use of Cisco CLI. Networking certifications such as Network+ or CCNA are preferred.
• Familiarity with ITIL processes (Event, Incident, Problem, Change); ITILv4 or ITILv5 certification is a plus.
• Ability to perform effectively in a high-pressure, 24x7x365 environment with strong prioritization skills.
• Strong verbal and written communication skills.

Hands-On Experience With

• Monitoring Tools: Spectrum OneClick, Splunk, AKiPS, Cisco vManage, SolarWinds, SCOM, Dynatrace, AppDynamics, New Relic, DataDog, and similar platforms.
• ITSM Tools: ServiceNow.
• Batch Schedulers: Autosys, ActiveBatch.
• DNS and Network Management Tools: Infoblox, Plixer
• Network Diagnostic Utilities: CMD, tracert, nslookup.
• Security & Access Tools: VDI, Carbon Black, CyberArk, MFA

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year., * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off