Service Monitoring Engineer

Dicetek LLC; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Dicetek LLC in Dubai is seeking an IT Service Monitoring / NOC Specialist to monitor dashboards across Infrastructure, Applications, Security, and service tickets on a 24/7 basis.

You will analyze alerts, validate P1/P2 incidents, coordinate with cross-functional teams, and ensure incident escalation follows ITIL and SLA guidelines. The role requires 3–6 years' experience and strong troubleshooting skills, plus the ability to stay calm during major outages.

Qualifications

• 3–6 years of experience in IT Service Monitoring / NOC / Service Operations.
• Experience monitoring Infrastructure, Applications, Security, and IT service environments.
• Good understanding of P1/P2 incident management and escalation procedures.
• Knowledge of ITIL and SLA-based service management.
• Experience with monitoring dashboards and ITSM/ticketing tools.
• Strong troubleshooting, communication, and coordination skills.
• Ability to work effectively in a 24/7 shift environment.
• Ability to remain calm and respond quickly during critical service outages and major incidents.

Responsibilities

• Monitor all IT dashboards covering Infrastructure, Applications, Security, and service/incident tickets on a 24/7 basis.
• Continuously monitor system alerts, incidents, service availability, and performance indicators.
• Identify and validate P1 and P2 incidents and immediately notify the relevant Service Leads and support teams.
• Track incidents through to acknowledgement and ensure timely escalation as per defined SLA and escalation procedures.
• Monitor logged tickets and follow up on outstanding or high-priority incidents.
• Maintain accurate monitoring logs, incident records, and shift handover reports.
• Coordinate with Infrastructure, Application, Security, Network, and other technical teams during major incidents.
• Escalate recurring alerts, service degradation, and potential service-impacting issues to the appropriate teams.
• Ensure proper shift handover and communicate all open/high-priority issues to the incoming team.
• Follow established ITIL, incident management, and major incident management processes.

Skills

IT Service Monitoring

Incident Management

ITIL

Tools

ITSM tools

Job description

• Monitor all IT dashboards covering Infrastructure, Applications, Security, and service/incident tickets on a 24/7 basis.

• Continuously monitor system alerts, incidents, service availability, and performance indicators.

• Identify and validate P1 and P2 incidents and immediately notify the relevant Service Leads and support teams.

• Track incidents through to acknowledgement and ensure timely escalation as per defined SLA and escalation procedures.

• Monitor logged tickets and follow up on outstanding or high-priority incidents.

• Maintain accurate monitoring logs, incident records, and shift handover reports.

• Coordinate with Infrastructure, Application, Security, Network, and other technical teams during major incidents.

• Escalate recurring alerts, service degradation, and potential service-impacting issues to the appropriate teams.

• Ensure proper shift handover and communicate all open/high-priority issues to the incoming team.

• Follow established ITIL, incident management, and major incident management processes.

Desired Candidate Profile

• 3–6 years of experience in IT Service Monitoring / NOC / Service Operations.

• Experience monitoring Infrastructure, Applications, Security, and IT service environments.

• Good understanding of P1/P2 incident management and escalation procedures.

• Knowledge of ITIL and SLA-based service management.

• Experience with monitoring dashboards and ITSM/ticketing tools.

• Strong troubleshooting, communication, and coordination skills.

• Ability to work effectively in a 24/7 shift environment.

• Ability to remain calm and respond quickly during critical service outages and major incidents.

Skills

• IT Service Monitoring
• Incident Management
• ITIL