Job 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 count down 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 center operations log and contribute to knowledge base article updates
- Participate in scheduled alert tuning reviews provide feedback on false positives and threshold adjustments
- Support major incident bridge calls as required - maintain the incident timeline and update stakeholders
- Complete all mandatory tool and process training maintain certification in all command centre platforms
- Any other ad-hoc duties as assigned by supervisor
Requirements
- Observability tool navigation - Splunk, SolarWinds DPM, Cisco Thousand Eyes, Trend Micro, Imperva DAM and BigFix dashboard operation
- Alert interpretation - understanding alert severity, threshold definitions and contextual indicators across all monitored platforms
- Alert triage -classifying, prioritising and routing alerts to the correct resolver group within defined response windows
- BMC Helix ITSM -incident creation, ticket management, CMDB CI lookup and SLA monitoring
- Basic networking concepts - understanding of IP addressing, DNS, routing, VLAN and common connectivity issues
- Basic infrastructure concepts - server, virtualisation, cloud compute, storage and backup fundamentals
- Security awareness- understanding of common alert types from endpoint and database activity monitoring tools
- Shift handover -accurate documentation of open incidents, alert status and actions taken during shift
- Communication -clear, accurate written and verbal communication for incident updates, escalation calls and handover notes
- SLA awareness -understanding of P1/P2/P3/P4 response and resolution targets recognising and escalating breach risk
- Documentation -maintaining accurate operational logs, shift reports and knowledge base articles
- Attention to detail - accurate ticket logging, alert classification and escalation decision-making
Interested applicants, please email your resume to Andre Chua Jing Ming
Email: [Confidential Information]
CEI Reg No: R1989053
EA Licence No: 99C4599
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