First-Line NOC Operator: 24/7 IT Monitoring & Triage

Mindtel; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A technology solutions provider in Dubai is seeking a Monitoring Specialist to ensure continuous observation of IT systems and applications. The role requires monitoring alerts, performing troubleshooting, and documenting incidents. Candidates must have ITIL v4 Foundation certification, proficiency in Arabic, and experience with monitoring tools like ServiceNow and BMC. This position offers an opportunity to work collaboratively in a dynamic environment.

Qualifications

• Ability to monitor IT systems and networks continuously.
• Proficiency in using enterprise monitoring tools.
• Strong communication and teamwork skills.

Responsibilities

• Monitor dashboards for incidents and anomalies.
• Perform initial troubleshooting and escalate unresolved issues.
• Document incidents in the IT Service Management system.

Skills

ITIL v4 Foundation certification

CompTIA Network

Microsoft AZ-900

Business proficiency in Arabic

Tools

ServiceNow

BMC

Job description

Job Summary (List Format):
- Serve as the first line of monitoring and defense for IT systems applications and networks ensuring 24 7 continuous observation.
- Monitor dashboards alerts and logs to detect incidents and anomalies.
- Perform initial triage and troubleshooting based on standard operating procedures (SOPs) and runbooks.
- Escalate unresolved incidents to Shift Lead/L2 support as necessary.
- Accurately document and record incidents in the IT Service Management (ITSM) system.
- Provide real-time acknowledgment and response to alarms and alerts.
- Work collaboratively within a team communicating effectively and following established processes.
- Utilize enterprise monitoring tools and ITSM platforms (e.g. ServiceNow BMC).
- Maintain a high level of accuracy in incident records and ticket details.
- Meet key performance indicators including mean time to acknowledge (MTTA) first-line resolution rate and record accuracy.
- Report directly to the NOC Shift Lead (L2).
- Preferred qualifications include ITIL v4 Foundation certification and CompTIA Network or Microsoft AZ-900.
- Business proficiency in Arabic language is required.