Responsibilities

• Monitors and supports service performance across enterprise ICT environments, including wireless and remote access services.
• Monitors operational security-related events and reports abnormal activities or potential risks in accordance with established procedures.
• Supports ICT operations during high-demand periods, critical activities, or major events as required. Documentation, Reporting and Continuous Improvement:
• Maintains accurate operational records, including incident logs, monitoring outputs, and shift handover reports.
• Updates and maintains operational documentation, including standard operating procedures (SOPs), runbooks, and knowledge base materials.
• Produces routine and ad-hoc reports on service availability, incidents, and operational performance.
• Identifies recurring issues and trends and escalates them for further analysis and service improvement.
• Participates in operational reviews, testing, drills, and continuous improvement initiatives.
• Adapts to evolving technologies, tools, operational processes, and service delivery models in support of ICTS infrastructure and operations.
• Supports new systems, platforms, and initiatives introduced within the ICT environment, including those related to automation, cloud services, and emerging technologies, as required.
• Performs other related duties as required.

Education

• High school diploma or equivalent is required. Formal technical training in ICT, networking, systems, or data center operations is desirable.

Job – Specific Qualification

• ITIL Foundation certification is required. Networking certifications (CCNA or equivalent) is required.

Work Experience

• A minimum of five (5) years of progressively responsible experience in ICT operations, network support, Network Operations Center (NOC), service desk, or data center operations is required. The minimum years of relevant experience is reduced by two (2) years for candidates with a first-level University degree.
• Experience in monitoring, incident management, and operational support of ICT infrastructure and services is required. Experience working in ITIL-based operational environments is desirable.
• Experience working in a 24×7 operational environment is desirable. Knowledge of ICT infrastructure environments, including networks, systems, and data center operations is desirable.
• Familiarity with monitoring, observability, or operational support tools is desirable. Basic knowledge of scripting, automation, or system administration is desirable. Work experience of one (1) year or more in data analytics or related area is desirable.