NOC Monitoring Engineer-Infrastructure Management

Sopra Steria USA; India; On-site; INR 300,000 - 420,000; Full time

Job summary

Sopra Steria is seeking a Service Desk Analyst in India responsible for handling end-user support via phone, email, and in-person channels. The role includes monitoring IT infrastructure, logging incidents, and providing first-line fixes or escalation as needed.

You will maintain ITIL-compliant procedures, create SOPs, and contribute to dashboards tracking uptime and availability. Prior experience with monitoring tools and cloud environments is preferred.

Qualifications

• Good knowledge of Service Desk with strong written and verbal communication.
• 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.

Responsibilities

• Monitor events or alerts on monitoring tools and perform initial investigation.
• Serve as the first point of contact for end-users via phone, email, or in-person.
• Log and document incidents, generate reports, and track recurring issues.
• Develop dashboards for uptime, availability, and utilization metrics.

Skills

Service Desk knowledge

Communication skills

Incident handling

Excel reporting

SOP documentation

Education

Graduation

Tools

CTLM

Centreon

Zabbix

Nagios

ServiceNow

Job description

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.

The world is how we shape it.

Job Description

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.

Total Experience Expected: 01-02 years

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.

Qualifications

Graduation

Additional Information

1. Willing to work from the office premises.
2. 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.