About the job:
- Monitor systems, applications, and network infrastructure events 24x7x365 using monitoring tools.
- Able to perform first call resolution, troubleshooting problems with hardware and software, including responding to support requests from users
- Identify and perform L1 analysis of incidents based on SOP and resolve the incident, escalate incidents to Level 2 support engineers where required.
- Perform daily activities as documented in the daily checklist.
- Monitor, track and update the change management activities & routine activities.
- Ensure that all outstanding activities/tasks are documented and handed over to incoming shift.
About you:
- At least two (2) years as a command centre operator with 12-hrs shift rotation;
- At least three (3) years of IT experience with hands-on experience on MS Windows or Unix platform;
- At least two (2) years of Incident Management experience;
- At least ITIL V3 Foundation Certification
