The Infrastructure Monitoring Analyst (L1 Support) is responsible for monitoring, detecting, and triaging infrastructure events and alerts. This role ensures 24/7 visibility into enterprise systems using centralized tools, supports proactive identification of incidents, and triggers response workflows by logging tickets into the ITSM system. This function is critical for maintaining operational stability and service continuity.
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Location: Riyadh, Saudi Arabia
Work Conditions: On-site, Full-time, 24x7 rotational shifts (including nights and weekends)
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 upkeep of monitoring dashboards and tools under supervision.
- Participate in periodic system health checks and basic IT operations tasks based on SOPs.
- Support customer-oriented processes at all times.
Basic Qualifications:
- Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent experience.
- Minimum 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.
Other Qualifications:
- An advanced degree in a relevant field is a plus.
- 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.
Language Requirements:
Good written and verbal communication skills are expected.
