Ctrl M, Dynatrace, Major Incident Management (MIM), Infra monitoring with CloudWatch

About the Company

Greetings from Teamware Solutions a division of Quantum Leap Consulting Pvt. Ltd

Teamware Solutions (a division of Quantum Leap Consulting Pvt. Ltd.) is a 20+ year industry leader providing IT staffing and consulting services, supporting 4000+ professionals across India, the USA, the Middle East, and APAC for leading GCC clients.

About the Role

We are hiring a Ctrl M, Dynatrace, Major Incident Management (MIM), Infra monitoring with CloudWatch

• Location: Bangalore
• Work Model: Onsite
• Experience: 3-5 years
• Notice Period: Immediate - 15 days

Minimum Degree Required: Bachelors

Degree Preferred: B. Tech CS / IT, BCA, BSC (Comp. Science)

Certifications Required: ITIL Foundation, BMC Certified Associate: Control M 21.x for Operators.

Certifications Preferred: Public Cloud (Azure / AWS) Certification, Dynatrace Associate Certification.

Required / Mandatory Knowledge/Skills:

• Hands-on experience on at least 1 ITSM tool (ServiceNow, Remedy, etc.)
• Hands-on experience monitoring infrastructure and application components using Dynatrace.
• Hands-on experience with Control M batch job monitoring tool, Filtering the jobs, checking the job status, drill down on a job, take actions when job fails, monitor dependencies and SLAs of Jobs.
• Must be willing to work in rotational 24*7 shifts, provide hand-over to global teams, and provide on-call support as per business needs.
• Proven verbal and written communication skills, which will be key in driving customer communication during critical events.
• Demonstrating proficiencies in Infrastructure & application monitoring, initial triage and troubleshooting using runbooks.
• Proven understanding of the ITIL framework.
• Experience in setting up Major Incident Bridges, engaging technical teams on the bridge and publishing stakeholder communication with peer review.
• Creating Problem Records in the ticketing tool for a Major Incident, setting up the root cause analysis call with the required Subject Matter experts and tracking the lifecycle of the Problem record.
• Proficiency with inbound calls handling and making outbound calls to perform technical troubleshooting.
• Keep the incident updated as per discovery or end user information on a real time basis.

Preferred Knowledge/Skills:

Experience working with AWS CloudWatch monitoring and observability services, dashboards, Metrics Explorer and CloudWatch event logs.

Take ownership of Incidents and provide solutions by following the Knowledge Articles and SOPs.

Create / Document SOPs for various troubleshooting for the team.

Prior experience working in a Global Command Center / Technical Operations Center role.

Work Environment and Schedule

24x7 operations coverage with shift or on-call rotation; nights/weekends/holidays, especially during cutovers and period-end cycles.

Hybrid or on-site NOC/operations setting; coordination with global teams.

Adherence to security, compliance, and change management policies.

Additional Information:

Mandatory Skills - Ctrl M, Dynatrace, Major Incident Management (MIM), Infra monitoring with cloudwatch & refer under JD

Nice to have skills - under JD

Interview Mode - Virtual Interview

Work Model - Work from Office 100%

Please let me know if you are interested in this position and send me your resume to [Confidential Information]