In this role, you’ll get to:
- Dashboard and Alert Monitoring:
- Continuously monitor dashboards and alerts to ensure timely detection of issues
- Escalate alerts to the appropriate service owner within the defined Service Level Agreement (SLA)
- Follow up on escalated alerts to ensure they are addressed and resolved by the service owner
- Incident Management Support:
- Collaborate with the NOC member during incidents to provide necessary support
- Communicate effectively in English to assist in resolving incidents promptly and efficiently
- Summarize incident details accurately and update the information in our ticket system to ensure comprehensive documentation and tracking
- Ticket Follow-up:
- Open and manage tickets, ensuring they are updated with valid and accurate information
- Follow up on open tickets and handle all tickets based on priority
- Maintain accurate records of ticket status and progress, ensuring timely resolution and communication with stakeholders
What you’ll need to succeed:
- Bachelor’s degree in IT or related fields
- Fresh graduates are welcome to apply. Preferably less than two years of experience
- Good English communication skills, both written and verbal
- Good team player
- Ability to learn and multi-task in a fast-paced environment
It’s Great if you have:
- Experience with monitoring/alert tools or platforms
- Experience in incident management or a related fields
