Key Responsibilities

System Monitoring and Reliability Management

• Proactively monitor and refine system alerts and thresholds to reduce false

positives and enhance detection accuracy

• Implement and maintain comprehensive monitoring solutions to ensure early

identification of potential issues

• Optimise system performance and reliability through continuous monitoring and

preventive maintenance

• Develop and maintain monitoring dashboards to provide real-time visibility into

system health

Incident Response and Resolution

• Lead rapid response efforts for security incidents, system outages, and

performance issues

• Collaborate effectively with cross-functional teams, vendors, and external partners

to resolve complex technical problems

• Coordinate incident response activities to minimise downtime and service

disruption

• Escalate critical issues appropriately whilst maintaining clear communication with

stakeholders

Security Operations and Compliance

• Partner closely with Security Operations Centre (SOC) teams during threat

investigations and security incidents

• Support compliance audits and ensure adherence to regulatory requirements and

security standards• Implement and maintain security controls across infrastructure and applications

• Monitor security events and assist in threat detection and analysis activities

Root Cause Analysis and Continuous Improvement

• Conduct thorough root cause analysis of critical incidents using performance

analytics and forensic techniques

• Identify systemic issues and implement preventive measures to enhance system

resilience

• Analyse historical data and trends to predict potential issues and recommend

proactive solutions

• Drive continuous improvement initiatives based on incident patterns and system

performance metrics

Configuration and Data Management

• Support implementation and maintenance of Configuration Management Database

(CMDB) systems

• Ensure data accuracy and integrity across all configuration items and system

documentation

• Support IT service management platforms to improve asset visibility, automate

workflows, and strengthen governance and compliance

• Maintain up-to-date asset inventories and system configurations

• Streamline operational processes through effective configuration management

practices

Knowledge Management and Documentation

• Develop and maintain comprehensive incident response procedures and technical

documentation

• Create and update knowledge base articles for common issues and resolution

procedures

• Facilitate knowledge transfer sessions and training for team members

• Establish standardised processes and best practices for incident handling

Analytics and Reporting

• Generate regular reports on system performance, security metrics, and operational

efficiency

• Identify trends and patterns in system behaviour to support proactive management

• Present findings and recommendations to management and technical teams

Required Qualifications

• Tertiary qualification in Computer Science, Information Technology, Cybersecurity,

or related field with additional professional certifications

• Minimum 5+ years of experience in system administration, cybersecurity, or IT

operations

• Experience with incident response and operations centre environments

Preferred Qualifications

• Professional certifications such as ITIL, ServiceNow, CompTIA, Cisco, Microsoft, or

equivalent

• Strong knowledge of ServiceNow platform, its various modules (such as CMDB,

ITOM, ITSM, GRC) or similar tools

• Familiarity with AI/ML applications in IT operations (e.g. anomaly detection,

predictive maintenance, intelligent automation) will be advantageous

• Experience with automation and orchestration tools