Service Assurance Analyst

Saudi Arabia

Job ID SNS-0596

Posted On
22-Sep-2020
(987 days ago)

Job type
Contract

Sector
Technology

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.
6-8 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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