Responsibilities

Monitor Splunk, SolarWinds DPM, Cisco Thousand Eyes, Trend Micro, Imperva DAM and BigFix dashboards continuously during assigned 24x7 shift
Identify, interpret and triage infrastructure, network, security and database activity alerts in real time
Route alerts to the correct specialist resolver group within defined SLA response windows; escalate P1/P2 immediately
Create, update and close BMC Helix ITSM tickets for all alerts and incidents; maintain accurate CMDB CI associations
Follow documented escalation procedures for all alert types; apply sound judgement on severity classification
Monitor SLA countdown for open tickets and escalate at-risk tickets before breach
Perform shift handover — document all open incidents, actions taken, active alerts and pending escalations
Maintain the command centre operations log and contribute to knowledge base article updates
Participate in scheduled alert tuning reviews; provide feedback on false positives and threshold adjustments
Support major incident bridge calls as required — maintain the incident timeline and update stakeholders
Complete all mandatory tool and process training; maintain certification in all command centre platforms

Requirements

Diploma/Degree in Computer Science, Information Technology, Engineering, or a related discipline.
Experience supporting enterprise monitoring, observability, security, or IT operations platforms in large-scale environments.
Familiarity with enterprise monitoring tools such as Splunk, SolarWinds DPM, Cisco ThousandEyes, Trend Micro, Imperva DAM, BigFix, and BMC Helix ITSM.
Understanding of alert monitoring, triage, incident management, SLA compliance, and escalation processes.
Basic knowledge of networking, infrastructure, cloud, and security monitoring concepts.
Strong analytical, troubleshooting, and attention-to-detail skills with the ability to accurately classify and document incidents.
Good communication skills for incident reporting, shift handovers, and stakeholder coordination.
Willingness to work in a 24x7 shift environment

Shortlisted candidate will be offered a 1 year agency contract employment.