NOC System Support Expert

ITserv Technology is a group of companies offering a wide range of services in customer IT infrastructures under various brands and entities. One of the services provided by our company is the ITOC solution, which is a proactive monitoring software and operational service developed on open-source platforms. ITOC is a platform designed with modern software languages, offering two deployment options: Cloud Subscription on a container platform or On-Premise. It also features a mobile application and is certified as a "Local and National Product" by the Ministry of Industry.

GENERAL QUALIFICATIONS

• Preferably attended basic courses and trainings related to System Infrastructure and Network Architectures,
• Able to adapt to shift working hours,
• Associate’s or Bachelor’s degree graduate,
• For male candidates, completed military service or deferred for at least 2 years,
• Organized and systematic, attentive to reporting and documentation,
• Continuously improving by following new technology trends in relevant fields,
• Strong analytical thinking and problem-solving skills, energetic and inquisitive,
• Strong communication skills,
• Team player.

JOB DESCRIPTION

• Responding to maintenance/repair requests related to software, hardware, and part failures occurring in customers’ IT infrastructures (Physical Server, Virtual Server, Database, Application, Network, and Security platforms) and creating service tickets on the Help Desk platform,
• Monitoring alarms generated by software and hardware infrastructures in customer IT environments (Physical Server, Virtual Server, Database, Application, Network, and Security platforms) 24/7 through monitoring applications in a shift-based schedule and taking necessary actions when required,
• Performing necessary checks to verify whether the alarm truly reflects the incident after its occurrence,
• Filtering alarms and notifying relevant customer IT teams and/or ITserv technical consultant teams about alarms at critical levels,
• Escalating incidents and service interruptions detected in alarm management systems to higher levels or submitting change requests to the relevant teams for reconfiguring alarm settings, and following up on change requests,
• Continuously monitoring configuration items (CI) and services with ITOC software or other 3rd party monitoring tools, filtering and categorizing incidents based on their criticality level, and taking automatic or manual actions using automation applications.

The candidate will be responsible for the above duties.