Infrastructure Monitoring Analyst (L1 Support)📣 Job Ad

About the Role

DXC Technology is seeking a diligent and detail-oriented Infrastructure Monitoring Analyst (L1 Support) to join our team in Riyadh, Saudi Arabia. This role focuses on ensuring 24x7 visibility into enterprise systems by monitoring, detecting, and triaging infrastructure events and alerts. The team plays a vital part in maintaining operational stability and service continuity by proactively identifying incidents and initiating response workflows through our IT Service Management (ITSM) system. As an L1 Support Analyst, you will be instrumental in the initial stages of incident management, ensuring that alerts are accurately logged, categorized, and escalated to the appropriate teams. Your contribution will directly impact the efficiency and effectiveness of our IT operations and support services.

Key Responsibilities

• Monitor IT infrastructure alerts and events across network, server, and application systems using centralized monitoring tools.
• Create and categorize tickets within the ITSM system (*, ServiceNow, BMC) according to Standard Operating Procedures (SOPs) upon detection of defined alerts or threshold breaches.
• Follow predefined workflows to notify relevant resolver groups or escalate incidents as necessary.
• Operate effectively within a 24x7 shift environment, which includes night and weekend shifts.
• Maintain accurate event logs and meticulously document issues for further triage and resolution.
• Support the initial validation of events, including the elimination of false positives, based on standard checks.
• Collaborate with L1/L2 support teams for seamless incident handover or follow-up actions.
• Ensure compliance with monitoring Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for incident detection and ticket creation.
• Assist in the upkeep of monitoring dashboards and tools under supervision.
• Participate in periodic system health checks and perform basic IT operations tasks in accordance with SOPs.

Qualifications and Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 3 years of relevant experience in an IT monitoring or support role.
• Willingness and ability to work 24x7 rotational shifts.
• Good analytical and problem-solving skills.
• Ability to handle repetitive monitoring tasks with diligence and accuracy.
• Basic familiarity with infrastructure domains such as Windows, Active Directory (AD), network, and servers is preferred.
• Proficiency in basic report preparation using Microsoft Excel and documentation using word processing tools is essential.
• Strong attention to detail and the ability to follow runbooks/SOPs precisely.
• Good written and verbal communication skills.
• A customer-oriented approach is always expected.

Required Skills

• IT infrastructure alerts and events monitoring
• ITSM system ticketing and management
• Incident notification and escalation procedures
• Event log maintenance and documentation
• Event validation and false positive elimination
• Incident handover processes
• Monitoring KPIs and SLAs adherence
• Monitoring dashboards and tools upkeep
• System health checks
• Basic IT operations tasks
• Familiarity with Windows, Active Directory (AD), network, and servers
• Report preparation using Excel
• Documentation using word processing tools
• Attention to detail
• Adherence to runbooks and SOPs
• Communication skills (written and verbal)
• Customer-oriented approach
• Analytical skills
• Problem-solving skills
• Diligence and accuracy in repetitive tasks

Work Environment and Additional Information

This is a full-time, permanent position. The role requires the ability to work 24x7 rotational shifts, including nights and weekends. An advanced degree in a relevant field is considered a plus. The position is based in Riyadh, Saudi Arabia.