To provide 24/7 Level 1 (L1) support for autonomous event management and alert monitoring across multiple network domains—including Fixed Transport, Mobile (CS/PS) Core, Fixed Core, Radio Access Network—as well as the company Enterprise IT Infrastructure and critical business IT applications. This role is responsible for continuously observing AI-generated alerts, performing initial triage, escalating incidents as per defined procedures, and ensuring timely response to operational events. The engineer works within a structured SOC environment to maintain service continuity and support incident resolution through AI-driven tools and dashboards.
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Key Accountabilities
- Perform first-level analysis of alerts, validate severity, and escalate incidents to appropriate teams following predefined SOPs and SLAs.
- Use AI-powered dashboards (e.g., Grafana, Kibana) to track system health, visualize alerts, and ensure real-time visibility of operational events.
- Operate and interact with AI agents and automation platforms to support event classification, incident creation, and information sharing.
- Monitor and escalate all actionable fault alarms using AI tools to improve Trouble Ticket SLAs.
- Execute basic diagnostic scripts (Python/ML-based) to support fault validation and reduce false positives during or after incident handling.
- Log all monitored alerts, actions taken, and escalations in Trouble Ticketing systems with clear and accurate details.
- Assist in identifying repetitive alert patterns and contribute to automation initiatives aimed at reducing manual intervention.
- Participate in disaster recovery and business continuity activities by ensuring timely alert detection and escalation during critical events.
- Support SOC operations by working in shifts as part of the 24/7 duty roster, ensuring uninterrupted monitoring and response coverage.
Requirements
- Bachelor’s degree in computer networks, data science, artificial intelligence or relevant field.
- Basic understanding of mobile network architecture (e.g., LTE, 5G, GSM, VoLTE, etc.).
- Familiarity with IT infrastructure components: servers, storage, networking, and cloud platforms.
- Certifications in Python for networks, AI, machine learning, and Data Science is a plus.
- Basic Knowledge of AI/ML algorithms for anomaly detection and predictive alerting.
- Experience or knowledge in training machine learning models in AI/ML/DS projects.
- Familiarity with Event Handling (alert monitoring workflows) and escalation protocols.
- Exposure to application monitoring tools.
- Basic knowledge of alarms classification and unsupervised machine learning algorithms.
- Willingness to work in shifts or on-call rotations.
- Skills in complex problem solving, inter/intra team collaboration, excellent communication, initiative, and commitment to achieve.
Competencies
- Think strategically (Level 2 of 5)
- Achieve tangible results (Level 2 of 5)
- Lead breakthrough change (Level 2 of 5)
- Exceed customer expectations (Level 2 of 5)
- Nurture, Inspire and Motivate (Level 2 of 5)
- Target win-win outcomes (Level 2 of 5)
Location
United Arab Emirates
