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Service Assurance Analyst - Command Center

Saudi Arabia

Job ID SNS-0512

Posted On
29-Mar-2020

Job type
Contract

Sector
Technology

  • Command center – service assurance analyst is responsible for the maintenance of command center.
  • Setup runbook for eyes on glass monitoring and define workflows to manage alerts and events.
  • Accurately and effectively monitor and action all alarm events/ alerts following the procedures, protocols and guidelines defined for Command Centre.
  • Ensure all the business systems are covered through monitoring tool and events are captured and acted upon.
  • Integration support of business systems to command center monitoring tool.
  • Set threshold for alerts/events to avoid critical incidents.
  • Ensure event management process is established and followed.
  • Take necessary corrective actions of alerts and events.
  • Create and execute plans to optimize and tune alerts and events.
  • Process integration of Event Management towards Incident management and escalation management.
  • Liaise with Service desk for events that need to have incidents created.
  • Be aware of the SLA and KPI of the performance & service measures and to ensure achievement of those targets.
  • Good understanding of ITIL service management processes.
  • 3+ years of experience
  • ITIL V3 Awareness / Foundation Certified
  • Fluent in spoken & written English
  • Arabic Language (spoken : as add on skill)
  • Console Monitoring
  • Service Assurance / Capacity Reporting
  • Incident / Problem / Change Management
  • Coordination with various teams & stake holders till SLAs are met
  • Keeping the knowledge base updated
  • Service Reporting 
  • Good understanding of industry standards like ITIL V3, ISO 20000, PMP, Six Sigma, etc.
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