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Job Description
- Monitor application health using monitoring tools and dashboards.
- Respond to application alerts and incidents promptly, ensuring timely resolution or escalation.
- Perform basic troubleshooting of application issues, logs, and performance metrics.
- Log, categorize, and prioritize incidents and service requests in the ITSM/ticketing system (e.g., ServiceNow, Remedy).
- Provide Level 1 support to users by resolving known issues or escalating complex ones to L2/L3 teams.
- Document incident details, steps taken, and resolutions in the knowledge base.
- Perform routine operational tasks such as batch processing, restarts, and system checks.
- Support deployment or release activities under supervision.
- Collaborate with other IT teams including infrastructure, network, and database teams to ensure seamless application operations.
- Adhere to SLAs, operational procedures, and security compliance standards.
Personal Skills
- Strong analytical and problem-solving abilities.
- Good communication skills, both written and verbal.
- Ability to follow documented procedures and standard operating guidelines.
- Willingness to work in shifts or on-call rotations (if required).
- Strong attention to detail and process adherence.
Technical Skills
• Basic understanding of SQL and ability to run simple queries.
• Basic exposure to PowerShell, Shell, or Python scripting (a plus).
• Familiarity with ITSM tools like ServiceNow, Jira, or BMC Remedy.
• Understanding of application stacks such as IIS, Apache, Tomcat, etc. (a plus).
• Understanding of IP, DNS, ports, and firewalls.
Job Details
Preferred Candidate
About This Company
Giza Systems
Giza Systems, a leading systems integrator in the MEA region, designs and deploys industry-specific technology solutions for asset-intensive industries such as the Telecoms, Utilities, Oil & Gas, Transportation and other market sectors. We help our clients streamline their operations and businesses through our portfolio of solutions, managed services, and consultancy practice. Our team of 1000 professionals are spread throughout the region with anchor offices in Cairo, Riyadh, Dubai, Doha, Nairobi, Dar-es-Salaam, Abuja, Kampala and New Jersey, allowing us to service an ever-increasing client base in over 40 countries.