Service Assurance Analyst - Command Center

Saudi Arabia

Job ID SNS-0512

Posted On
29-Mar-2020
(1166 days ago)

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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