NOC Monitoring Engineer-Infrastructure Management

Sopra Steria; Dadri; On-site; INR 270,000 - 330,000; Full time

Job summary

Sopra Steria in India seeks a Service Desk Management and Voice Support professional with strong communication skills and experience in monitoring tools. The role focuses on initial investigation, incident handling, and ITIL-aligned process documentation.

The candidate will work in a 24x7 environment and support uptime and performance dashboards. Ideal applicants have 1–2 years of relevant experience, familiarity with CTLM/Centreon/Zabbix/Nagios, and ITSM platforms like ServiceNow or SMAX.

Qualifications

• Excellent customer service skills with a high level of focus on quality.
• First Point of Contact: serves as the initial point of contact for end-users seeking technical assistance via phone, email, or in-person.
• Monitor IT infrastructure and applications using tools like CTLM, Centreon, Zabbix, and ITSM platforms (ServiceNow, SMAX).
• Handle incidents, alerts, and requests via ticketing tools, providing first-line fixes or escalating to L2/L3 as needed.
• Log and document incidents, generate reports, and track recurring issues to identify trends and potential problems.
• Maintain ITIL-compliant procedures and update service documents, SOPs, and KB articles.
• Develop dashboards for uptime, availability, and utilization metrics for infrastructure and applications.
• Collaborate with the monitoring team, manage shifts, and provide training and documentation support.
• Maintain and Update Service Documents and SOP.
• Identify potential problems and/or trends of repetitive incidents.
• Preferred experience in cloud environments (OCI, Azure) and certifications relevant to IT operations and monitoring.

Responsibilities

• Provide first-line resolution for IT incidents and service requests.
• Coordinate with L2/L3 teams for escalation when needed.
• Create and maintain incident reports and KPI dashboards.
• Update and maintain SOPs and ITIL-compliant procedures.
• Train staff and document procedures for ongoing operations.
• Support monitoring and alerting activities across IT infrastructure.

Skills

Service desk experience

Customer service

Incident management

Communication

Excel reporting

SOP documentation

Education

Graduation

Tools

Zabbix

SolarWinds

Centreon

CTLM

Nagios

ServiceNow

SMAX

Job description

About Sopra Steria

Sopra Steria, a major Tech player in Europe with 51,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies and organisations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a collaborative approach. Sopra Steria places people at the heart of everything it does and is committed to putting digital to work for its clients in order to build a positive future for all. In 2025, the Group generated revenues of €5.6 billion.

Company Description

About Sopra Steria

Sopra Steria, a major Tech player in Europe with 51,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies and organisations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a collaborative approach. Sopra Steria places people at the heart of everything it does and is committed to putting digital to work for its clients in order to build a positive future for all. In 2025, the Group generated revenues of €5.6 billion.

Job Description

The world is how we shape it.

Project Description:

Experience in Service Desk Management and Voice Support with strong communication skills

Monitor the events or alerts on monitoring tools, perform initial investigation, and raise with the Support team.

Requirements

• Excellent customer service skills with a high level of focus on quality
• First Point of Contact: Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or in-person.
• Monitor IT infrastructure and applications using tools like CTLM, Centreon, Zabbix, and ITSM platforms (ServiceNow, SMAX).
• Handle incidents, alerts, and requests via ticketing tools, providing first-line fixes or escalating to L2/L3 as needed.
• Log and document incidents, generate reports, and track recurring issues to identify trends and potential problems.
• Maintain ITIL-compliant procedures and update service documents, SOPs, and KB articles.
• Develop dashboards for uptime, availability, and utilization metrics for infrastructure and applications.
• Collaborate with the monitoring team, manage shifts, and provide training and documentation support.
• Maintain and Update Service Documents and SOP.
• Responsible for identifying potential problems and/or trends of repetitive Incidents
• Preferred experience in cloud environments (OCI, Azure) and certifications relevant to IT operations and monitoring.

Mandatory Skills

• Good knowledge on Service Desk with written and oral communication skills.
• Experience with monitoring tools like Zabbix, SolarWinds, Centreon, CTLM and Nagios.
• Expertise in Excel reporting, PowerPoint, and SOP documentation.
• Ability to handle incidents, elevate issues, and ensure end-to- end resolution.

Total Experience Expected: 01-02 years

Qualifications

Graduation

Additional Information

• Willing to work from the office premises.
• Flexible & Open to work in 24*7 environment.

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.