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 countdown 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 centre 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 Requirements • Diploma/Degree in Computer Science, Information Technology, Engineering, or a related discipline. • Experience supporting enterprise monitoring, observability, security, or IT operations platforms in large-scale environments. • Familiarity with enterprise monitoring tools such as Splunk, SolarWinds DPM, Cisco ThousandEyes, Trend Micro, Imperva DAM, BigFix, and BMC Helix ITSM. • Understanding of alert monitoring, triage, incident management, SLA compliance, and escalation processes. • Basic knowledge of networking, infrastructure, cloud, and security monitoring concepts. • Strong analytical, troubleshooting, and attention-to-detail skills with the ability to accurately classify and document incidents. • Good communication skills for incident rep