AI Operations Technical Support Analyst

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Oversee a centralized monitoring platform that consolidates alerts across various domains: Network, Compute, Storage, Virtualization, and Product/Application environments.

• Conduct initial triage to assess alert severity, scope, and business implications.

• Detect false positives, duplicates, and extraneous noise through alert correlation.

• Inform and engage the relevant IT on-call teams for incident investigation and resolution.

• Collaborate with Major Incident Management (MIM) teams during incidents of high severity.

• Ensure prompt communication to affected Client Business Units (CBUs).

• Maintain precise incident logs, timelines, and actions executed.

• Contribute to ongoing improvement by identifying deficiencies in monitoring and alerting.

⛳️ Requirements

• Degree in Information Technology or a related discipline.

• 0-0.5 years of experience in IT Operations, NOC, Monitoring roles, or similar fields.

• Familiarity with enterprise monitoring/observability tools (e.g., SCOM, SolarWinds, etc.).

• Knowledge of:

• Networking basics (TCP/IP, routing, switching).

• Compute, storage, and virtualization platforms.

• Cloud environments (AWS and/or Azure).

• Experience in a 24/7 shift-based work environment.

• Skills in documentation rebranding and content refresh.

🏝️ Benefits

• Accommodation for individuals with disabilities in employment.

• Special assistance available throughout the application process.

• Support for ongoing improvement by identifying gaps in monitoring and alerting.