Job Summary

Job Summary (List Format):

- Serve as the first line of monitoring and defense for IT systems applications and networks ensuring 24 7 continuous observation.
- Monitor dashboards alerts and logs to detect incidents and anomalies.
- Perform initial triage and troubleshooting based on standard operating procedures (SOPs) and runbooks.
- Escalate unresolved incidents to Shift Lead/L2 support as necessary.
- Accurately document and record incidents in the IT Service Management (ITSM) system.
- Provide real-time acknowledgment and response to alarms and alerts.
- Work collaboratively within a team communicating effectively and following established processes.
- Utilize enterprise monitoring tools and ITSM platforms (e.g. ServiceNow BMC).
- Maintain a high level of accuracy in incident records and ticket details.
- Meet key performance indicators including mean time to acknowledge (MTTA) first-line resolution rate and record accuracy.
- Report directly to the NOC Shift Lead (L2).
- Preferred qualifications include ITIL v4 Foundation certification and CompTIA Network or Microsoft AZ-900.
- Business proficiency in Arabic language is required.

Job Summary (List Format): - Serve as the first line of monitoring and defense for IT systems applications and networks ensuring 24 7 continuous observation. - Monitor dashboards alerts and logs to detect incidents and anomalies. - Perform initial triage and troubleshooting based on standard opera...