Monitoring Lead-Octopus by RTG
- robusta
- Cairo, Cairo Governorate, Egypt
- Full-time
وصف الوظيفة
Octopus by RTG is hiring a Monitoring lead for one of the top-notch insurance companies in KSA. The Monitoring lead will work onsite in Egypt, specifically in the vibrant city of New Cairo. As a Monitoring lead, you'll have the opportunity to contribute to the cutting-edge technological advancements of this organization, while working alongside a talented and dynamic team. You'll be directly managed and supported by experienced professionals, ensuring a stimulating and nurturing work environment.
Responsibilities:
- Oversee IT Operation Alerts and network performance, ensuring consistent monitoring and analysis. This includes escalating and notifying about Minor, Critical, and Major incidents/outages.
- Monitor network entities and perform daily escalations as needed.
- Conduct initial analysis to identify issues and restore services if possible (1st line of support).
- Respond to the Network Customer Support Team within the agreed SLA time frame.
- Create, update, and manage trouble tickets for detected problems.
- Ensure all docket information is recorded in activity/work logs for Major and Critical trouble tickets.
- Manage technical escalations to ensure faults are resolved within agreed SLAs.
- Perform escalation and notification to keep management and other business units informed during system outages, updating the respective WhatsApp group and SMC manager with any network abnormalities.
- Prepare 24-hour activity and daily reports, tracking Major and Critical Outage details.
- Assist the operations team with process improvements and ongoing development of tools and systems.
- Ensure proper work progress, shift handovers, data communication, daily reports, and other mandatory updates by the team.
- Act as Shift Lead when required.
- Closely follow up on all network events, especially Critical and Major issues, from all network domains and update customer counterparts accordingly.
- Perform multitasking during node isolation and escalation processes, syncing with the 2nd line and informing concerned teams as needed.
- Address and escalate complaints related to charging nodes in close coordination with the relevant BO teams.
- Understand and take ownership of escalating IT Core elements and System Alerts based on severity, ensuring timely action.
- Participate in business continuity efforts from within or outside the COMMAND CENTER premises to handle emergency infrastructure issues.
- Perform daily checks on pending Alerts and follow up for clearance.
- Understand various requests/queries from customer management and fulfill them as needed.
Authority:
- Suggest potential competence development for team members to the Monitoring Manager.
- Support and recommend uniform organizational processes.
- Assist the Monitoring Manager in implementing process and team structure changes as needed.
- Suggest the severity level for major incidents.
- Escalate to the manager for any technical support constraints.
- Efficiently interact with concerned parties to resolve problems promptly.
- Support the Monitoring Manager during audits and provide data as required.
Main Tasks:
- Ensure the team is effectively using all available tools, such as Solar Winds and APP Dynamics.
- Support the COMMAND CENTER with daily support issues.
- Propose actions and initiatives to enhance daily operations within the COMMAND CENTER.
- Assist in generating required reports for management.
متطلبات الوظيفة
- General Competence:
- Team player with strong communication skills and the ability to articulate complex ideas.
- Collaborative mindset with a focus on leveraging diverse perspectives for optimal results.
- Open to problem-solving and dealing with new proposals.
- Ability to quickly acquire and apply new skills in routine operations.
- Proficient in MS-Excel, PowerPoint, Power BI, Macros, etc.
- Technical Competence:
- Good understanding of IT Services.
- Basic knowledge of control networks, including systems, hardware/software, and troubleshooting skills.
- Ability to interpret performance reports and monitor Network KPIs.
- Perform continuous daily audits on Alert counts and follow up with teams to clear them as part of customer requirements.
- Manage and follow up on outages related to National and International network disturbances.
- Good knowledge of network implementation/integration processes.
- Strong PC skills.
- Training, Education, and Experience:
- Vendor or operator-certified candidate with participation in official training courses.
- Degree in Electrical Engineering, Telecommunication Engineering, Computer Science, Computer Engineering, or a related field.
- Minimum 3-5 years of experience in Operation & Maintenance implementation, operation, support, or a service environment.
