Analyst IT Operations(Monitoring Engineer / AlertSite Specialist)

Mattel India is seeking an experienced Monitoring Engineer with deep expertise in AlertSite (by SmartBear) to ensure 24x7 availability, performance, and user experience of our digital assets—including websites, e-commerce platforms, APIs, mobile apps, and internal applications. You will proactively monitor critical systems, reduce downtime, eliminate false alerts, and support rapid incident resolution in a fast-paced, global toy and entertainment environment. This role is part of the IT Operations / SRE / Digital Reliability team and requires strong technical skills combined with a customer-focused mindset to deliver exceptional end-user experiences. 

Key Responsibilities 

• Design, configure, deploy, and maintain AlertSite monitors for websites, web applications, APIs (REST/SOAP), and transactions using codeless tools like DéjàClick recorder, real browser monitoring, and API endpoint imports. 

• Perform synthetic monitoring from global nodes to simulate real-user interactions, detect performance bottlenecks, availability issues, and functional failures before they impact customers. 

• Set up accurate real-time alerts, thresholds, blackout periods, retry logic, and multi-location validation to minimize alert fatigue and ensure reliable notifications (via email, PagerDuty/Slack integration, SMS, etc.). 

• Monitor and analyze performance metrics (response time, load times, SLA compliance, error rates) and provide root-cause insights for deviations. 

• Support 24x7 operations: Respond to alerts/incidents in rotational shifts, perform initial triage, escalate to dev/ops teams, and follow incident management processes (ITIL-aligned). 

• Integrate AlertSite with other tools (e.g., ServiceNow, Splunk, PagerDuty, or internal observability platforms) for automated workflows and reporting. 

• Develop dashboards, alerts, and reports to track SLAs and response times. 

• Integrate AlertSite with automation, analytics, and ITSM platforms. 

• Analyze synthetic and real-user data to identify trends and performance issues. 

• Maintain SOX-compliant documentation and audit reporting. 

• Collaborate with application and NOC teams to address alerts and incidents. 

• Document processes, integrations, and best practices for ongoing support. 

• Conduct regular health checks, create dashboards/reports for leadership, and optimize monitors for cost-efficiency and coverage of Mattel's digital ecosystem (e.g., e-commerce sites, brand microsites, partner portals). 

• Collaborate with DevOps, QA, application teams, and global stakeholders to define monitoring SLAs, thresholds, and best practices. 

• Participate in post-incident reviews, capacity planning, and continuous improvement of monitoring strategy. 

• Handle on-call duties as part of the 24x7 support roster. 

Required Skills & Experience 

• 3+ years of hands-on experience with AlertSite (SmartBear) or comparable synthetic monitoring tools (e.g., Dynatrace Synthetic, New Relic Synthetics, ThousandEyes, Catchpoint). 

• Strong expertise in configuring: 

• Web transaction monitors (real browser playback, multi-step journeys). 

• API monitoring (REST/SOAP, OpenAPI specs). 

• Private/hybrid locations (InSite) and global public nodes. 

• Alert rules, false-positive reduction, and integration with incident tools. 

• Solid understanding of web performance concepts: response times, page load metrics, waterfalls, third-party dependencies, and user experience optimization. 

• Experience in 24x7 production support environments, incident response, and on-call rotation. 

• Proficiency in scripting/automation (e.g., JavaScript for custom monitors, basic Python/Bash for integrations) is a plus. 

• Familiarity with ITIL processes, monitoring best practices, and tools like ServiceNow, Jira, or Splunk. 

• Good knowledge of networking, cloud (AWS/Azure/ GCP), APIs, and web technologies (HTTP, SSL, CDNs). 

Preferred Qualifications 

• Certification in AlertSite/SmartBear tools or relevant observability (e.g., Dynatrace, Splunk). 

• Experience in retail/e-commerce, consumer goods, or entertainment industry (monitoring high-traffic sites during launches/seasons). 

• Exposure to mobile app monitoring or real-device testing. 

• Strong analytical/problem-solving skills with attention to detail.