Job Description

Business unit, Department, Reporting Business Unit Operate Department Service Management - McoE Job grade/level OP2

Core Description

To provide 1st level Monitoring & Surveillance Systems Operator support, acting as the primary point of contact for initial alert triage, basic incident logging, and routine system checks. This role is foundational, focusing on rapid response and accurate escalation to ensure senior technicians can resolve issues efficiently. Key Deliverables / Primary Functions

Actively monitor the Enterprise Monitoring Systems (EMS) dashboards for network, server, and application health alerts.

Perform initial triage and classification of all auto-generated tickets and alerts from the customer contact centre.

Execute predefined, standard operating procedures (SOPs) for common alerts and basic incident resolution.

Log all incidents and requests accurately and timeously in the service desk ticketing system.

Escalate complex incidents that cannot be resolved at the 1st level to the appropriate senior Tech Officer or specialist team (Network, SAP, Server) as per runbooks.

Provide initial communication to stakeholders on incident logging and status updates.

Assist in the monitoring of scheduled batch jobs and report any failures immediately.

Adhere strictly to company and client policies, procedures, and governance frameworks. Core Functional Skills & Capabilities Communication Attention to detail Customer Service Vulnerability Management System Administration Core Behavioural Competencies Adhering to principles and values Applying expertise & Technology Coping with pressures & setbacks Delivering Results & Meeting customer expectations Following instructions & procedures Job Match Minimum Qualifications NQF 4: Grade 12 National Diploma Additional Education -Preferred /Advantage Experience

2+ years' experience in a technical support or monitoring environment. Certifications Cloud-based certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control Special Requirements / Employment Condition Workplace / Physical Requirements Billable Hybrid Remote Worker