SAP Basis Alert Monitoring Consultant

NTT DATA Europe & Latam; Emilia-Romagna; In loco; EUR 42.000 - 64.000; Tempo pieno

Descrizione del lavoro

NTT DATA Europe & Latam is seeking an Alert Monitoring Consultant to join our 24x7 operations. You will monitor and process application and infrastructure alerts, perform initial checks, and coordinate incident resolution in alignment with defined procedures and SLAs.

The role requires working in a two-shift schedule, strong ITIL knowledge, and proficiency with ServiceNow and SAP Focused Run. You will collaborate with the Service Desk and technical resolver teams to ensure timely incident

Competenze

• Ability to analyze operational alerts and investigate potential solutions using structured troubleshooting methods.
• Understanding of IT Service Management processes and ITIL principles.

Mansioni

• Process alert tickets using ServiceNow and SPC.
• Perform 24x7 alert monitoring and processing for application and infrastructure alerts.
• Acknowledge alerts promptly and meet Initial Response Time targets.
• Monitor customer systems during critical operational phases.
• Escalate ticket-processing or resolution issues to the shift lead.
• Provide regular status updates on troubleshooting activities and resolution progress.

Conoscenze

Alert monitoring

ServiceNow

Troubleshooting

ITIL

English fluency

Customer service

Shift work

Documentation

Formazione

ITIL Foundation

Strumenti

ServiceNow

SPC

SAP Focused Run

Descrizione del lavoro

Who We Are We drive innovation – from advisory and implementation to managed services and beyond, powered by a global team of over 18,500 experts representing over 90 nations in more than 30 countries. With SAP at our core and a powerful ecosystem of partners like Microsoft and ServiceNow, we continuously improve solutions and AI-driven technology to make them work for companies – and for their people.

Who We Are We drive innovation – from advisory and implementation to managed services and beyond, powered by a global team of over 18,500 experts representing over 90 nations in more than 30 countries. With SAP at our core and a powerful ecosystem of partners like Microsoft and ServiceNow, we continuously improve solutions and AI-driven technology to make them work for companies – and for their people. As part of NTT DATA, a $30+ billion business and technology services, AI and digital infrastructure leader. As a Global Top Employer, NTT DATA serves 75% of the Fortune Global 100 and, with experts in over 70 countries, co-innovates solutions that encourage experimentation and recognize great work. With us, you have endless opportunities to think big, act bold and take ownership. Make this the place where you belong, learn, and build your network. We are looking for an Alert Monitoring Consultant to join our team. In this role, you will monitor and process application and infrastructure alerts, perform the required initial checks, and coordinate incident resolution according to defined procedures and service-level agreements. The role operates within a 24x7 service model organized across two shifts. Candidates must be willing and able to work in shifts according to the agreed support schedule.

What You’ll Be Doing

• Process alert tickets using ServiceNow and SPC.
• Perform 24x7 alert monitoring and processing for application and infrastructure alerts.
• Follow the applicable Alert Reaction Procedures, guided procedures, operational instructions, and support guidelines.
• Acknowledge alerts promptly and meet the applicable Initial Response Time targets.
• Monitor customer systems during critical operational phases.
• Perform the necessary checks and take the required actions to resolve alert tickets.
• Ensure alert tickets are processed according to the defined IRT, MPT, solution-rate, and service-level targets.
• Work closely with the Service Desk acting as the organizational Level 1 support function.
• Prioritize alert tickets and ensure the operational backlog remains under control.
• Escalate ticket-processing or resolution issues to the shift lead.
• Inform the shift lead about abnormal situations affecting alert reception or processing, including: bulk alerts, missing alerts from SAP Focused Run monitoring, alert-correlation failures, other unexpected monitoring-system behavior.
• Provide complete and accurate shift-handover information.
• Document the reasons for delays, missed targets, processing exceptions, or other relevant operational situations.
• Coordinate with the shift lead to obtain missing details or additional technical information required for daily operations.
• Ensure that all applicable Alert Reaction Procedure steps and scenarios are followed when processing alert tickets.
• Mark an alert as false when the system or service is confirmed to be operating correctly, in accordance with the relevant Alert Reaction Procedure.
• Follow operational instructions and guidelines to prevent handling errors.
• Create incident or service-request tickets when further investigation or processing is required.
• Support incident and service-request tickets according to the applicable service-level agreements.
• Monitor the processing status of customer requests and incidents.
• Route customer requests and incidents to the appropriate resolver teams.
• Provide customers with regular status updates regarding troubleshooting activities and resolution progress.
• Analyze recurring alert patterns and provide recommendations for alert optimization.
• Contribute to the continuous improvement of alert-handling procedures, monitoring quality, and operational efficiency.

What You’ll Bring Along

• Ability to analyze operational alerts and investigate potential solutions using structured troubleshooting methods.
• Good problem-solving skills and attention to detail.
• Understanding of IT Service Management processes and ITIL principles.
• Ability to follow documented procedures, operational instructions, and escalation paths.
• Experience working with ticketing or alert-management tools.
• Strong customer-service orientation.
• Ability to collaborate effectively with service desks, technical resolver teams, shift leads, and customer representatives.
• Ability to prioritize multiple tickets and manage operational workloads within defined timelines.
• Ability to provide accurate documentation, customer updates, and shift handovers.
• Nice to have: practical experience with ServiceNow and SPC ticketing tools.
• Experience with SAP Focused Run or comparable infrastructure and application-monitoring solutions.
• ITIL Foundation or another relevant IT Service Management certification.
• Previous experience in alert management, service-desk operations, infrastructure monitoring, or application support.
• Familiarity with operational metrics such as IRT, MPT, solution rate, backlog, and SLA compliance.
• Excellent written and verbal communication skills and fluency in English.
• Willingness and flexibility to work in a 24x7 two-shift schedule.