Responsibilities

Performs 24x7 monitoring of assigned infrastructure events, alerts and service dashboards.
Acknowledges alerts promptly and validates the basic alert details and affected service information.
Logs, categorises and prioritises tickets accurately in the ITSM tool.
Performs initial diagnosis using available monitoring information, documented procedures and approved runbooks.
Executes runbook-based remediation within authorised scope and records all actions taken.
Escalates incidents to the appropriate resolver group when remediation is unsuccessful, outside scope or requires deeper technical support.
Tracks incident progress and SLA status and follows up on open items as required.
Provides clear operational communication during incident escalation and shift handover.
Uses AWS CloudWatch and other available monitoring information to support initial event analysis.
Maintains accurate ticket notes, timestamps, categorisation and escalation details.
Identifies recurring alert patterns and raises them for review by higher-level engineers.
Follows shift handover processes for open alerts, incidents and critical monitoring activities.
Maintains monitoring runbooks and knowledge information when approved updates provided.
Performs any other related task as required.

Requirements

Bachelor's degree or equivalent qualification in IT/Computing
2+ years of relevant experience with 1+ year of experience in Infrastructure Monitoring.
Experience in 24x7 event monitoring, alert acknowledgement, ticket logging/categorisation, initial diagnosis, runbook-based remediation, incident escalation, SLA tracking and communication.
Familiarity with AWS CloudWatch and ITSM tools.
Strong attention to detail in alert handling, ticket logging and SLA tracking.
ITIL 4 Foundation certified

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