Job Description
Responsibilities
. Monitor Splunk, SolarWinds DPM, Cisco Thousand Eyes, Trend Micro, Imperva DAM and BigFix dashboards continuously during assigned 24x7 shift
. Identify, interpret and triage infrastructure, network, security and database activity alerts in real time
. Route alerts to the correct specialist resolver group within defined SLA response windows escalate P1/P2 immediately
. Create, update and close BMC Helix ITSM tickets for all alerts and incidents maintain accurate CMDB CI associations
. Follow documented escalation procedures for all alert types apply sound judgement on severity classification
. Monitor SLA countdown for open tickets and escalate at-risk tickets before breach
. Perform shift handover - document all open incidents, actions taken, active alerts and pending escalations
. Maintain the command centre operations log and contribute to knowledge base article updates
. Partici...