Monitoring Lead-Octopus by RTG

Octopus by RTG is hiring a Monitoring lead for one of the top-notch insurance companies in KSA. The Monitoring lead will work onsite in Egypt, specifically in the vibrant city of New Cairo. As a Monitoring lead, you'll have the opportunity to contribute to the cutting-edge technological advancements of this organization, while working alongside a talented and dynamic team. You'll be directly managed and supported by experienced professionals, ensuring a stimulating and nurturing work environment.

Responsibilities:

• Oversee IT Operation Alerts and network performance, ensuring consistent monitoring and analysis. This includes escalating and notifying about Minor, Critical, and Major incidents/outages.
• Monitor network entities and perform daily escalations as needed.
• Conduct initial analysis to identify issues and restore services if possible (1st line of support).
• Respond to the Network Customer Support Team within the agreed SLA time frame.
• Create, update, and manage trouble tickets for detected problems.
• Ensure all docket information is recorded in activity/work logs for Major and Critical trouble tickets.
• Manage technical escalations to ensure faults are resolved within agreed SLAs.
• Perform escalation and notification to keep management and other business units informed during system outages, updating the respective WhatsApp group and SMC manager with any network abnormalities.
• Prepare 24-hour activity and daily reports, tracking Major and Critical Outage details.
• Assist the operations team with process improvements and ongoing development of tools and systems.
• Ensure proper work progress, shift handovers, data communication, daily reports, and other mandatory updates by the team.
• Act as Shift Lead when required.
• Closely follow up on all network events, especially Critical and Major issues, from all network domains and update customer counterparts accordingly.
• Perform multitasking during node isolation and escalation processes, syncing with the 2nd line and informing concerned teams as needed.
• Address and escalate complaints related to charging nodes in close coordination with the relevant BO teams.
• Understand and take ownership of escalating IT Core elements and System Alerts based on severity, ensuring timely action.
• Participate in business continuity efforts from within or outside the COMMAND CENTER premises to handle emergency infrastructure issues.
• Perform daily checks on pending Alerts and follow up for clearance.
• Understand various requests/queries from customer management and fulfill them as needed.

Authority:

• Suggest potential competence development for team members to the Monitoring Manager.
• Support and recommend uniform organizational processes.
• Assist the Monitoring Manager in implementing process and team structure changes as needed.
• Suggest the severity level for major incidents.
• Escalate to the manager for any technical support constraints.
• Efficiently interact with concerned parties to resolve problems promptly.
• Support the Monitoring Manager during audits and provide data as required.

Main Tasks:

• Ensure the team is effectively using all available tools, such as Solar Winds and APP Dynamics.
• Support the COMMAND CENTER with daily support issues.
• Propose actions and initiatives to enhance daily operations within the COMMAND CENTER.
• Assist in generating required reports for management.

• General Competence:
• Team player with strong communication skills and the ability to articulate complex ideas.
• Collaborative mindset with a focus on leveraging diverse perspectives for optimal results.
• Open to problem-solving and dealing with new proposals.
• Ability to quickly acquire and apply new skills in routine operations.
• Proficient in MS-Excel, PowerPoint, Power BI, Macros, etc.
• Technical Competence:
• Good understanding of IT Services.
• Basic knowledge of control networks, including systems, hardware/software, and troubleshooting skills.
• Ability to interpret performance reports and monitor Network KPIs.
• Perform continuous daily audits on Alert counts and follow up with teams to clear them as part of customer requirements.
• Manage and follow up on outages related to National and International network disturbances.
• Good knowledge of network implementation/integration processes.
• Strong PC skills.

• Training, Education, and Experience:

• Vendor or operator-certified candidate with participation in official training courses.
• Degree in Electrical Engineering, Telecommunication Engineering, Computer Science, Computer Engineering, or a related field.
• Minimum 3-5 years of experience in Operation & Maintenance implementation, operation, support, or a service environment.