The Monitoring Consultant (Platform Managed Services) is responsible for leading monitoring operations, ensuring proactive system stability, and driving continuous improvement across SAP and infrastructure environments. This role goes beyond L1/L2operations, focusing on advanced incident resolution, process optimization, stakeholder coordination, and mentoring junior team members.
The consultant plays a critical role in ensuring SLA compliance, minimizing downtime, and improving operational maturity across customer landscapes.
Responsibilities
- Lead continuous monitoring activities across SAP and infrastructure systems using tools such as Pandora, SAP ALM, Grafana, Zabbix, etc.
- Perform deep analysis of alerts, identifying trends, recurring issues, and root causes.
- Ensure accurate ticket creation and lifecycle management in Jira or equivalent tools
- Validate and optimize monitoring thresholds and alert rules to reduce noise and false positives
- Define and enforce standard operating procedures (SOPs) across customers
- Drive incident categorization and prioritization frameworks with minimal escalation gaps
- Perform advanced diagnosis and resolution of complex incidents beyond L1 scope
- Lead critical incident management, ensuring rapid response and business impact mitigation
- Conduct root cause analysis (RCA) and recommend long-term fixes
- Ensure complete incident documentation, audit traceability, and compliance reporting
- Act as an escalation point to avoid unnecessary customer communications unless validated
- Oversee execution of scheduled monitoring activities such as system health checks, reports, and backups
- Perform and review advanced SAP Basis activities like -User and authorization management, Background job monitoring and automation, Backup validation and recovery readiness, System logs, dumps, and performance analysis, Transport management and governance
- Identify opportunities for automation and operational efficiency improvements
- Drive proactive monitoring strategies and predictive alerting models
- Lead performance optimization activities (CPU, memory, response time tuning).
- Standardize operational practices and implement best-in-class monitoring frameworks
- Contribute to service improvement plans and operational KPIs.
- Ensure high-quality shift handovers with complete operational visibility
- Validate ticket updates and monitoring dashboards before shift closure
- Maintain seamless continuity across global 24x7 support teams
- Act as a key interface between Service Managers, customers, and technical teams
- Provide clear, timely communication on incidents, risks, and performance metrics
- Lead incident calls, status reporting, and escalations
- Proactively highlight risks, dependencies, and workload concerns
- Act as a key interface between Service Managers, customers, and technical teams
- Provide clear, timely communication on incidents, risks, and performance metrics
- Lead incident calls, status reporting, and escalations
- Proactively highlight risks, dependencies, and workload concerns
- Mentor and guide junior monitoring consultants
- Support onboarding and training of new team members
- Promote team collaboration, accountability, and operational excellence
Profile
- Minimum 4–9 years of experience in monitoring, IT operations, or managed services environments
- Strong hands-on experience with any of the monitoring tools: Zabbix, Grafana, SAP ALM, Pandora, or equivalent
- Expertise in SAP Basis or SAP Security administration and operations
- Hands-on experience with ticketing tools (Jira/ServiceNow/other ticketing tools)
- Strong knowledge of infrastructure, OS (Linux/Windows) and system performance tuning
- Experience with automation tools and scripting
- Proven experience handling critical incidents and complex production systems
- Experience in global support models and SLA-driven environments
- Strong analytical and troubleshooting capabilities
- High attention to detail and structured working approach
- Ability to work in high-pressure, 24x7 environments
- Excellent communication and stakeholder management skills
- Strong ownership mindset and accountability.
