Dynatrace- Command Center"
- eClerx
- 2 - 6 years
- Mumbai
- 7 days ago
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Job Description
Role & responsibilities
The role requires strong communication and analytical skills, with the ability to listen, absorb information, and relay insights clearly to stakeholders. You will be expected to identify improvement opportunities, articulate concerns, and collaborate effectively across teams while adhering to defined SLAs and quality standards. A proactive mind-set, ownership mentality, and willingness to take on responsibilities beyond the immediate scope of work are strong plus points. The candidate should also be open to working in rotational shifts and providing oncall support when required.
Roles and Responsibilities:
- Monitor IT systems, applications, and infrastructure to ensure high availability, performance, and stability.
- Serve as the gatekeeper for all Incident queues, ensuring efficient governance, prioritization, and flow management.
- Respond proactively to system alerts, events, and incidents by performing initial triage, analysis, and timely resolution.
- Lead technical troubleshooting calls and Major Incident Management (MIM) bridges to drive quick containment and recovery.
- Escalate incidents to relevant resolver groups based on impact, urgency, and predefined workflows.
- Document incidents, actions taken, root findings, and resolutions in a clear, accurate, and auditfriendly manner.
- Communicate effectively with internal IT teams, cross-functional stakeholders, vendors, and management during active incidents.
- Provide status updates, impact assessments, and risk visibility throughout the incident lifecycle.
- Participate in enhancement and rollout of monitoring tools, dashboards, and operational procedures.
- Expand monitoring coverage across platforms using tools such as Dynatrace, GlassBox, Splunk, and others.
- Utilize specialized tools to identify and analyze customer experience issues on the live site/production environment.
- Identify system gaps, recurring issues, and optimization opportunities to improve IT reliability and operational efficiency.
- Work closely with managers to streamline incident-handling processes and improve key KPIs such as MTTD, MTTI, and MTTR.
- Prepare daily and weekly reports covering alerts, incident trends, and platform health across dashboards.
- Maintain uptodate SOPs, knowledge base articles, documentation, and reference guides for all monitored systems and processes.
- Lead the team in enhancing skills related to monitoring, environment understanding, incident handling, and service request execution.
- Take ownership of documentation for new projects, obtain first-hand knowledge through training, and refine/transfer knowledge to the broader team.
Technical and Functional Skills:
Bachelors Degree with 3+ years of hands-on experience in incident handling, platform monitoring, troubleshooting, APM tools, and reporting. Strong platform monitoring and troubleshooting expertise is a core requirement.
Solid understanding of ITSM processes, including Incident Management, Change Management & Problem Management. ITIL certification is an added advantage.
Strong application server knowledge required for effective technical troubleshooting across distributed environments.
Experience supporting eCommerce applications such as Cart, Payments, Checkout, Order orchestration flows
Advanced expertise in Dynatrace, including:
- Dynatrace environment setup and configuration
- ActiveGate deployment and management
- Working with Extensions 2.0, Smartscape topology, and Davis AI
- Designing and implementing monitoring for complex integrations (REST/SOAP APIs, file-based interfaces, scheduled jobs, orchestrations)
- Configuring Davis AIdriven alerting and anomaly detection for proactive issue identification
- Building executive-level dashboards and detailed technical dashboards (e.g., integration flow performance, latency metrics, error patterns)
Job Classification
Industry: BPM / BPOFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: eClerxLocation(s): Mumbai
Keyskills: Dynatrace Monitoring Tools Synthetic Command Center
eClerx
eClerx Services Ltd, one of the first Knowledge Process firms listed in India (Bombay Stock Exchange: ECLERX), provides diverse and complex data analytics and customized process solutions to global enterprise Clients from our multiple India-based delivery centers. eClerx drives our Clients’ ...
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