Dynatrace Monitoring Shift Lead (RARR Job 6042)

The Dynatrace Monitoring Shift Lead is an operations leadership role responsible for real-time production monitoring, initial incident engagement, escalation, communication, and SLA adherence using Dynatrace as the core observability platform. The role focuses on ensuring service stability in a 24x7 banking production environment and is not a Dynatrace configuration-only position.

Key Responsibilities
 

• Ensure 24x7 proactive monitoring of applications, infrastructure, middleware, databases, and critical transactions using Dynatrace
• Lead shift-level monitoring operations and act as the single point of command during the shift
• Identify, validate, and assess production alerts, anomalies, and availability issues
• Perform initial impact analysis and severity classification (P1/P2/P3)
• Engage the Bank’s Incident Management team for production-impacting incidents
• Participate in incident bridges and provide Dynatrace-based insights and validation
• Coordinate with cross-functional teams including Application, Database, Network, Infrastructure, and Vendors
• Ensure timely escalations as per defined SLA and escalation matrix
• Provide accurate and timely incident and health status updates to stakeholders
• Ensure shift handovers, operational logs, and monitoring documentation are maintained
• Track and support adherence to monitoring and incident engagement SLAs
• Ensure that all production issues are attended and RCA is sent well before SLA timelines
• Mentor and guide L1/L2 monitoring analysts during the shift
• Identify monitoring gaps, alert noise, and improvement opportunities
• Responsible for getting KPI coverage gaps fixed and driving continuous monitoring improvements

Role Boundaries
 

The Shift Lead and monitoring team are responsible for detection, validation, and engagement of Incident Management. Formal incident ownership, governance, and closure are managed by the Bank’s Incident Managers.

Required Experience and Skills
 

• 3–5 years of experience in 24x7 production monitoring or IT operations
• Hands-on experience using Dynatrace for live production monitoring
• Experience engaging Incident Management in a banking or regulated environment
• Strong exposure to P1/P2 incident handling and escalation
• Experience working with cross-functional teams such as DB, Network, Infrastructure, and Application teams
• Strong communication, decision-making, and shift leadership skills

ITIL Incident and Event Management knowledge (preferred)