Job Description:
We are currently looking for:
Command Centre Analyst
Job location: onsite in Riyadh
You will be responsible for:
- Monitor IT infrastructure alerts and events across network, server, and application systems using monitoring tools.
- Create and categorize tickets in the ITSM system (e.g., ServiceNow, BMC) as per SOPs upon detection of defined alerts or threshold breaches.
- Follow predefined workflows to notify relevant resolver groups or escalate incidents when needed.
- Operate in a 24x7 shift environment (including night and weekend shifts).
- Maintain event logs and document issues accurately for further triage and resolution.
- Support initial validation of events (false positive elimination) based on standard checks.
- Collaborate with L1/L2 support teams for incident handover or follow-up.
- Ensure compliance with monitoring KPIs and SLAs for incident detection and ticket creation.
- Assist in upkeep of monitoring dashboards and tools under supervision.
- Participate in periodic system health checks and basic IT operations tasks based on SOPs.
- Basic familiarity with infrastructure domains such as Windows, AD, network, and servers is preferred.
- Proficiency in basic report preparation using Excel and documentation using word processing tools is essential.
- Attention to detail and ability to follow runbooks/SOPs precisely.
- Good written and verbal communication skills.
- Customer oriented approach is always expected.
We require:
- Bachelor's degree in computer science, Information Technology, or a related field, or equivalent experience.
- 0-2 years of relevant experience in an IT monitoring or support role.
- Willingness to work 24x7 rotational shifts.
- Good analytical and problem-solving skills.
- Ability to handle repetitive monitoring tasks with diligence and accuracy.
Nice to have:
- An advanced degree in a relevant field is a plus
- Relevant certifications, such as CompTIA Security+, Cisco CCENT, or AWS Certified Solutions Architect, are a plus
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