Scope Alignment
- Near real-time identification of job failures.
- Incident creation in ServiceNow with correct priority based on existing Job Sheet.
- Continuous monitoring, alerting, and operational support to ensure timely incident resolution and service reliability.
Roles & Responsibilities
- Monitor job executions and identify failures in near real time.
- Trigger or support incident creation through existing ServiceNow workflows.
- Ensure incidents are raised with the appropriate priority as per Shell norms.
- Coordinate with application, infrastructure, and support teams for timely resolution of batch failures.
- Monitor incident lifecycle and ensure adherence to SLA and operational procedures.
- Maintain operational documentation, knowledge articles, and process runbooks.
- Participate in incident review meetings and continuous improvement initiatives
Technical Skills
- Good exposure with job scheduling and monitoring.
- Knowledge of batch processing, job dependencies, and workflow management.
- Exposure on ServiceNow Incident Management.
- Understanding of production support and ITIL processes.
- Experience with monitoring and alerting tools.
- Ability to analyze logs and troubleshoot batch processing issues.
Domain Skills
Incident Management
Production Support Operations
Batch Monitoring and Scheduling
Soft Skills
- Strong analytical and troubleshooting skills.
- Ability to work in a 24x7 support environment if required.
- Excellent communication and stakeholder management skills.
- Ability to work independently and handle critical incidents under pressure.
Desired Experience
0-1 years of experience in Monitoring or Production Support.
Job description provided by Zensar.
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