Network monitoring & surveillance.

· Pro-active monitoring of the entire IT Infrastructure and applications systems.

· Performance monitoring, diagnose, and resolve performance issues.

· Applying software and hardware monitoring tools to detect and action faults & warnings

· First Line resolution as per the SLA’s.

· Follow up to confirm service availability and stability after resolution.

· Logging tickets in the ticketing system take ownership and follow up to closure.

· Log calls to service Providers on the various faults captured on proactive monitoring.

· Updating Ticketing tool with relevant professional information during and after fault resolution.

· Resolution of tickets assigned and closure within the stipulated SLA.

· Provision of the incident report with ticket closure.

· Escalation of unresolved tickets to SME’s, Level 2, Level 3, External Partners/Vendors (e.g ISP) as per the Incident Management Procedures.

· Documentation, Reporting & Submission of the Daily/shift reports.