Overview
Responsible for the continuous monitoring and first-line operational support of the UNON/ICTS infrastructure, including enterprise and service-provider networks, as well as ICTS-owned data centers and their hosted systems.
Key Responsibilities
- Performs continuous real-time monitoring of UNON ICT infrastructure.
- Monitors network, systems, data center, and connectivity environments.
- Monitors supporting infrastructure, including environmental systems.
- Identifies anomalies and initiates appropriate response actions.
- Detects, logs, classifies, and prioritizes incidents and events.
- Performs initial diagnostics, fault isolation, and first-line resolution.
- Escalates incidents to relevant technical teams.
- Tracks and follows up on incidents through to resolution.
- Supports major incident response activities.
- Provides first-line operational support for ICT services.
- Performs IT Infrastructure service desk related functions outside normal working hours.
- Monitors and supports service performance across enterprise ICT environments.
- Monitors operational security-related events.
- Supports ICT operations during high-demand periods.
- Maintains accurate operational records.
- Updates and maintains operational documentation.
- Produces routine and ad-hoc reports.
- Identifies recurring issues and trends.
- Participates in operational reviews, testing, drills, and continuous improvement initiatives.
- Adapts to evolving technologies, tools, and processes.
- Supports new systems, platforms, and initiatives.
- Performs other related duties as required.
Required Experience
- A minimum of five (5) years of progressively responsible experience in ICT operations, network support, Network Operations Center (NOC), service desk, or data center operations is required.
- Experience in monitoring, incident management, and operational support of ICT infrastructure and services is required.
- Experience working in ITIL-based operational environments is desirable.
- Experience working in a 24x7 operational environment is desirable.
- Knowledge of ICT infrastructure environments, including networks, systems, and data center operations is desirable.
- Familiarity with monitoring, observability, or operational support tools is desirable.
- Basic knowledge of scripting, automation, or system administration is desirable.
- Work experience of one (1) year or more in data analytics or related area is desirable.
Qualifications
- High school diploma or equivalent is required.
- Formal technical training in ICT, networking, systems, or data center operations is desirable.
- ITIL Foundation certification is required.
- Networking certifications (CCNA or equivalent) is required.
