We are looking for a Command Centre Operator with at least two (2) years of experience in Incident Management to join our team. The Command Centre Operator will be responsible for identifying and performing Level 1 (L1) analysis of incidents, based on Standard Operating Procedures (SOP), and resolving incidents where possible. If incidents require further escalation, they will be handed over to Level 2 (L2) support engineers.
This role involves working 12-hour shifts, ensuring continuous monitoring and handling of incidents to maintain operational stability.
Key Responsibilities:
- Monitor systems and applications for potential issues or alerts, following prescribed SOPs.
- Identify and perform L1 analysis of incidents, determining root causes where possible, and resolving incidents within the scope of the role.
- Escalate incidents to L2 support engineers as necessary, ensuring proper documentation and handoff.
- Coordinate with internal teams, providing timely updates to management and stakeholders regarding ongoing incidents and resolutions.
- Maintain accurate records of incidents, resolutions, and escalations through incident management tools and reports.
- Strictly follow all Standard Operating Procedures (SOPs) for incident detection, analysis, and escalation.
- Provide feedback on recurring incidents and suggest improvements to SOPs or system performance where necessary.
Required Qualifications:
- At least two (2) years of experience in Incident Management or a related field.
- Strong knowledge of L1 incident analysis and standard escalation procedures.
- Experience working with incident monitoring tools and systems.
- Ability to work 12-hour shifts, including nights, weekends, and holidays.
- Familiarity with Standard Operating Procedures (SOPs) in a technical support environment.
To apply please click the Apply button or send us your updated profile to [email protected]
EA Licence No.:18S9405 / EA Reg. No.:R1330864
Percept Solutions is undergoing a growth phase and are on the lookout for talent. Applicants are encouraged to follow Percept Solutions on LinkedIn @ https://www.linkedin.com/company/percept-solutions/ to stay up to date on our upcoming roles and events.
