IT Monitoring Center - Rapid Support Team

IT Monitoring Center - Rapid Support Team

Education:
Bachelor’s degree in Information Technology, Computer Science, Information Systems, Engineering, or related field.

Experience:
2–4 years of experience in IT support, systems troubleshooting, incident response, or infrastructure operations.

Monthly Salary Package:
12,000 SAR

Qualifications & Skills:

• CompTIA A+ certification (required).
• 2–4 years experience in configuring and managing:
  • MS Cluster
  • Linux Operating Systems
  • Windows Operating Systems
  • OpenShift
  • Cisco ACI
  • F5 technologies
  • DCIM and NetEco systems
  • Databases: MS SQL, Oracle, DB2 LUW, DB2 MF, SAP HANA, MySQL
• Strong troubleshooting and diagnostic skills across application, server, and infrastructure layers.
• Ability to perform quick incident triage and escalate based on severity and business impact.
• Strong root cause analysis (RCA) capabilities.
• Ability to work in fast-paced environments and meet strict SLA timelines.
• Excellent communication skills for interacting with internal teams, vendors, and stakeholders.
• Experience documenting incidents, troubleshooting steps, and resolutions.
• Proactive monitoring mindset to identify issues before escalation.
• Strong collaboration skills for working with cross-functional IT teams.
• Ability to maintain consistent knowledge sharing and continuous learning.

Responsibilities:

• Rapidly triage incoming alerts to determine severity, impact, and required escalation.
• Provide fast, efficient, and SLA-compliant incident response to minimize downtime.
• Troubleshoot system, application, network, database, and infrastructure issues.
• Perform root cause analysis and implement corrective measures to prevent recurrence.
• Apply temporary workarounds when necessary to maintain service continuity.
• Maintain clear communication with IT teams, management, and end-users throughout incident resolution.
• Coordinate with vendors and external partners to accelerate problem resolution.
• Document incident details, troubleshooting steps, timelines, and final resolutions.
• Build and maintain a strong internal knowledge base for future incident handling.
• Participate in post-incident reviews to identify gaps and improvement opportunities.
• Contribute to continuous improvement of processes, tools, and workflows.
• Stay up to date with relevant technologies and participate in knowledge transfer sessions.
• Proactively monitor system health and create alerts to detect early-stage issues.
• Support operational stability by identifying trends, recurring issues, and performance risks.