Monitoring Team Lead - Octopus

Who we are

Robusta Technology Group (RTG) is a key driver of digital transformation by providing a holistic tech ecosystem. RTG works with its local and international partners to help build digital customer experiences, establish engineering hubs and build ventures across multiple industries and domains. In this pursuit, RTG serves as a catalyst for impact and growth through events, spaces and content focused on creating impact and growth across the different interactions.

Octopus is proud to be part of the Robusta Technology Group (RTG), a leading tech consultancy group. With a decade of experience and a successful track record of delivering over 300 projects across Europe, the Middle East, and North America, RTG has established itself as a preferred employer in the Egyptian market. Octopus and Robusta are building a bridge between Europe and Africa, creating tailored hub solutions to connect companies with top talent across the globe.

Octopus by RTG is hiring for a reputable insurance company with headquarters in Riyadh a skilled Monitoring Team Lead to join the team.

Responsibilities

• Network Monitoring & Incident Management
• Oversee IT operation alerts, network performance degradation, and consistently monitor and analyze network performance.
• Provide escalation and notification for Minor, Critical, and Major incidents/outages.
• Monitor network/entities daily and handle escalations as needed.
• Perform initial issue analysis and restoration if possible (1st line of support).
• Respond to the Network Customer Support Team within agreed SLA timeframes.
• Create, update, and manage trouble tickets for detected problems.
• Ensure accurate capture of docket information 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, including updates in relevant communication channels like WhatsApp groups and SMC manager updates.
• Prepare 24-hour activity and daily reports, tracking Major and Critical Outages details.
• Assist the operation team with process improvement and ongoing development of tools and systems.
• Ensure proper work progress, shift handover, data communication, daily reports, and other mandatory reports are completed by the team.
• Act as shift lead when required.
• Follow up on network events, especially Critical and Major issues, and update the customer counterpart accordingly.
• Handle multitasking during node isolation and escalation processes, syncing with 2nd line support and informing concerned teams.
• Tackle and escalate complaints related to charging nodes in close coordination with BO teams.
• Take ownership of escalating IT Core elements and System Alerts based on severity and timeliness.
• Participate in business continuity efforts, handling emergency infrastructure issues as needed.
• Perform daily checks on pending alerts and follow up for clearance.
• Address customer management requests/queries as required.

Authority

• Suggest potential competence development for team members to the Monitoring Manager.
• Support and propose uniform organizational processes.
• Assist the Monitoring Manager with process and team structure changes as needed.
• Suggest severity levels for major incidents.
• Escalate technical support constraints to the manager.
• Interact efficiently with concerned persons to resolve issues promptly.
• Support the Monitoring Manager in audits and provide required data.

Main Tasks

• Ensure team utilizes all available tools like SolarWinds and AppDynamics.
• Support the COMMAND CENTER in daily operations.
• Propose actions and initiatives to enhance daily operations within the COMMAND CENTER.
• Assist in preparing reports as requested by management.