Position Summary
First line of monitoring and defense, ensuring 24×7 continuous observation of IT systems, applications, and networks.
Core Responsibilities
- Monitor dashboards, alerts, and logs.
- Perform initial triage based on SOPs/runbooks.
- Escalate incidents to Shift Lead/L2 if unresolved.
- Record incidents in ITSM system accurately.
- Provide real-time acknowledgment of alarms.
Required Experience
- 1–3 years of IT operations/helpdesk/NOC monitoring.
- Exposure to enterprise monitoring tools.
Skills
- Basic networking and server knowledge.
- Familiarity with ITSM tools (ServiceNow, BMC).
- Communication and teamwork skills.
- Arabic Language Business Proficiency
Certifications
- ITIL v4 Foundation (preferred).
- CompTIA Network+ / Microsoft AZ-900 (advantage).
Key Deliverables
- Incident tickets with complete details.
- Initial troubleshooting actions.
- Real-time alert acknowledgment.
KPIs
- MTTA (Mean Time to Acknowledge).
- First line resolution rate.
- Accuracy of incident records.
Reporting
Reports to NOC Shift Lead (L2).