IT Monitoring & Alerting Analyst (L1 – Shift-Based)

Codem Inc.

Website: codem.com
Job details:

Company Description

Codem Inc. empowers businesses with scalable, AI-driven eCommerce solutions, leveraging advanced technology and industry expertise. With a proven track record that includes building a $3.5B eCommerce business and managing over 100 global platforms, Codem specializes in creating and optimizing digital experiences for industries such as Health & Beauty, Apparel, Consumer Electronics, and Home Goods. The company delivers high-quality, cost-effective solutions through global teams based in the US, Singapore, and India, focusing on cutting costs and increasing efficiency. Codem’s offerings include full-service eCommerce systems, AI/ML-driven tools for rapid innovation, and dedicated outsourced teams. Headquartered in San Francisco, with additional offices in Singapore and Chennai, Codem is a trusted partner for digital business transformation.

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Role Overview

The IT Monitoring & Alerting Analyst is responsible for continuous monitoring of IT systems, dashboards, and alert channels during assigned shifts, including nights, weekends, and holidays.

This role ensures early detection of incidents and timely escalation to the appropriate teams.

This is a monitoring and escalation role. It does not involve troubleshooting or system changes unless explicitly instructed.Key Responsibilities Monitoring & Detection

• Continuously monitor assigned dashboards, tools, and alert channels throughout the shift
• Track alerts from:
• Infrastructure monitoring tools
• Application and platform monitoring systems
• Security and operational tools
• Email alert distribution lists

Alert Validation & Escalation

• Identify relevant alerts based on predefined thresholds and documented criteria
• Perform basic validation where documentation exists (e.g., known false positives)
• Escalate confirmed alerts to the appropriate team or service owner according to the escalation matrix
• Ensure all alerts are escalated within defined SLA timelines

Logging & Communication

• Record all alerts, actions taken, and escalations in the designated system (ticketing system or shift log)
• Maintain clear and accurate documentation for audit and continuity purposes
• Follow all documented Standard Operating Procedures (SOPs) and escalation workflows

Shift Handover

• Perform structured handovers at the end of each shift
• Provide clear status updates on:
• Active alerts
• Ongoing incidents
• Pending escalations

Required Skills & Competencies

• Strong ability to follow defined processes and SOPs precisely
• High attention to detail and consistency
• Basic understanding of:
• IT infrastructure
• Applications
• Networks
• Ability to:
• Categorize alerts by severity
• Communicate clearly and concisely in written form
• Comfortable working in a repetitive, process-driven monitoring role

Ideal Candidate Profile

• Reliable and process-oriented
• Comfortable working independently during off-hours
• Calm under pressure
• Disciplined in following structured procedures
  

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