Service Monitoring Engineer

Dicetek LLC; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

Dicetek LLC is seeking an experienced IT Service Monitoring/NOC professional in Dubai to monitor dashboards, detect P1/P2 incidents, and coordinate with Infrastructure, Security and Network teams around the clock. The role requires strong troubleshooting, communication, and escalation skills and the ability to work in a 24/7 shift environment.

You will maintain incident records, SLA adherence, and engage in major incident management procedures to minimize service disruption and ensure timely

Qualifications

• 3–6 years of experience in IT Service Monitoring / NOC / Service Operations.
• Experience monitoring Infrastructure, Applications, Security, and IT service environments.
• 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 IT dashboards covering Infrastructure, Applications, Security and service incidents on a 24/7 basis.
• Identify and validate P1/P2 incidents and notify Service Leads and support teams.
• Track incidents through acknowledgement and escalation per defined SLAs.
• Maintain monitoring logs, incident records and shift handover reports.
• Coordinate with IT, security, and network teams during major incidents.
• Escalate recurring alerts and potential service-impacting issues to the appropriate teams.
• Ensure proper shift handover and communicate open high-priority issues to incoming team.
• Adhere to established ITIL incident management and major incident management processes.

Skills

IT Service Monitoring

Incident Management

ITIL

Troubleshooting

Communication

Coordination

Tools

Monitoring Dashboards

ITSM/Ticketing Tools

Job description

Monitor all IT dashboards covering strong Infrastructure Applications Security and service incident tickets strong on a 24 7 basis Continuously monitor system alerts incidents service availability and performance indicators Identify and validate strong P1 and P2 incidents strong and immediately notify the relevant Service Leads and support teams Track incidents through to acknowledgement and ensure timely escalation as per defined strong SLA and escalation procedures strong 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 strong ITIL incident management and major incident management strong processes

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.SkillsIT Service MonitoringIncident ManagementITIL