We are currently looking for a Command Centre Analyst in Riyadh, Saudi Arabia. In this full-time role, you will be working on-site with a 24x7 rotational shift schedule, including nights and weekends.
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You will be responsible for monitoring IT infrastructure alerts and events across network, server, and application systems using monitoring tools. Your key tasks will include creating and categorizing tickets in the ITSM system (e.g., ServiceNow, BMC) as per Standard Operating Procedures (SOPs) upon the detection of defined alerts or threshold breaches.
Responsibilities:
- 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.
- 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 the upkeep of monitoring dashboards and tools under supervision.
- Participate in periodic system health checks and basic IT operations tasks based on SOPs.
Requirements:
- Bachelor's degree in computer science, Information Technology, or a related field, or equivalent experience.
- 3+ 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.
Language Requirements:
Good written and verbal communication skills are essential.
