Key Responsibilities:

• 24/7 Monitoring:
  Monitor servers, networks, cloud infrastructure, applications, and system alerts using monitoring tools to ensure high availability and performance.
• Incident Response:
  Acknowledge, investigate, and respond to alerts and incidents. Escalate issues to relevant teams as per defined escalation matrix and SLAs.
• Level 1 Troubleshooting:
  Provide first-line technical support for issues related to system outages, network degradation, hardware faults, and application errors.
• Alert and Ticket Management:
  Create, manage, and close incident tickets in the ticketing system (e.g., Jira, ServiceNow). Ensure all events are logged and documented accurately.
• Reporting:
  Generate daily, weekly, and monthly reports on system health, uptime/downtime, and key incidents.
• Communication:
  Coordinate and communicate with internal and external teams during incidents or planned maintenance. Provide timely updates to stakeholders.
• Documentation:
  Maintain and update Standard Operating Procedures (SOPs), incident logs, knowledge base articles, and shift handover notes.
• Shift Work:
  Operate in rotating shifts (morning, evening, night) including weekends and public holidays to ensure 24/7 coverage.

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Fresh Graduate
• Understanding of networking concepts, system administration, and IT infrastructure basics.

Preferred Skills:

• Experience with monitoring tools (e.g., Zabbix, Grafana, Nagios, Prometheus).
• Familiarity with Linux/Windows server environments.
• Good written and verbal communication skills.
• Ability to work under pressure and handle multiple tasks simultaneously.