Job Description

Key Accountabilities

Perform first-level analysis of alerts, validate severity, and escalate incidents to appropriate teams following predefined SOPs and SLAs. Use AI-powered dashboards (e.g., Grafana, Kibana) to track system health, visualize alerts, and ensure real-time visibility of operational events. Operate and interact with AI agents and automation platforms to support event classification, incident creation, and information sharing. Monitor and escalate all actionable fault alarms using AI tools to improve Trouble Ticket SLAs. Execute basic diagnostic scripts (Python/ML-based) to support fault validation and reduce false positives during or after incident handling. Log all monitored alerts, actions taken, and escalations in Trouble Ticketing systems with clear and accurate details. Assist in identifying repetitive alert patterns and contribute to automation initiatives aimed at reducing manual intervention. Participate in disaster recovery and business continuity activities by ensuring timely alert detection and escalation during critical events. Support SOC operations by working in shifts as part of the 24/7 duty roster, ensuring uninterrupted monitoring and response coverage.

Qualifications, experience, skills and competencies

Qualifications, experience and skills:


Qualifications


Bachelor's degree in computer networks, data science, artificial intelligence or relevant field.

Experience

Basic understanding of mobile network architecture (e.g., LTE, 5G, GSM, VoLTE , etc.). Familiarity with IT infrastructure components: servers, storage, networking, and cloud platforms. Certifications in Python for networks, AI, machine learning and Data Science is a plus. Basic Knowledge of AI/ML algorithms for anomaly detection and predictive alerting Experience or Knowledge in training machine learning models in AI/ML/DS projects. Familiarity with Event Handling (alert monitoring workflows) and escalation protocols. Exposure to application monitoring tools Basic knowledge of alarms classification and unsupervised machine learning algorithms. Willingness to work in shifts or on-call rotations

skills

* Skills in complex problem Solving, inter/intra team collaboration, excellent communication, initiative/Commitment to Achieve