Job Location : Gauteng, CenturionDeadline : April 13, 2025Quick Recommended Links
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- A Diploma in IT at an NQF level 6.
- Five (5) years of relevant experience.
- ITIL Foundation
- Experience in Monitoring Enterprise Services (Network, Applications, Backups, Servers).
Management of systems in accordance with ITIL Methodologies:
- Respond to calls and requests logged on Helpdesk timeously and resolve them accordingly.
- SLA Management for Service Availability.
- Follow the change management, incident management and problem management according to the ITIL Framework.
- Provide input to 2nd level support and 3rd Level on resolution of all Systems Monitoring related tickets.
- 24X7 monitoring of transaction flow between the entity to entity across all SANRAL domains.
- Continuous Improvements.
- Support of SANRAL systems using monitoring solution: Operation Bridge Manager and Network Node Management.
- Performance Manager, Network Node Manager and Operations Manager for windows.
- 1st line support: troubleshooting on real-time alerts and network-related issues.
- Receive alerts, analyse, log, and manage incident tickets from start to finish.
- Record, track and ensure resolution of operational incidents, problem and service request tickets including those reported to the Service Desk, identified by Systems Monitoring tools.
- Liaise with internal and external support entities on SLA and tickets management.
- Follow the incident management life cycle and follow up on the status of incidents on behalf of users and communicate progress update in a timely manner.
- Utilise the internal monitoring tool to identify issues in the flow of transactions from entity to entity across all domains.
- Execute SQL scripts to identify problems on transactions flow.
- Analyse and report SQL job failures.
- Provide daily statistic report of Systems Monitoring Availability KPIs.
- Provide a daily report on all Systems Monitoring related logged, open and closed tickets.
- Compile ad-hoc reports as and when required by the business
- Compile daily automated logged incident tickets using the Incident Management Tool (ITSM).
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