VSOL is a digital enabler with a mission to help public and private organizations evolve their businesses through data and technology. We provide an end-to-end service from consulting to execution, that drives the growth and innovation of our clients. As VSOL is in a phase of rapid expansion, we offer a dynamic, creative environment that accelerates your personal and professional development. We are looking for talented individuals eager to develop in international markets while contributing to the company’s future in a constructive and supportive manner.

As our frontline Infra/NOC Monitoring Specialist, you’ll proactively safeguard our clients’ IT infrastructure. You’ll identify, escalate, and document incidents, ensuring swift resolution through collaboration with L2 and L3 support.

Responsibilities (70%):

• Monitoring critical IT infrastructure components, including servers, network devices, applications, and security systems, using various monitoring tools and dashboards.
• Identifying, analysing and 1st responding potential incidents, providing first-level diagnosis and resolution for known issues, escalating complex incidents or service requests to the appropriate support teams in line within Service Level Agreements (SLAs).
• Conducting trend analysis on incidents to identify recurring patterns and assisting in pro/reactive problem tasks, with an emphasis on minimizing application downtime and maximizing performance.
• Evaluating, presenting and discussing with line manager on Objective and Key Results (OKRs)/KPIs method monthly and quarterly.
• Working on flexible shift patterns (or onsite) to deliver 24/7 Managed Services, with Customer Service mindset.

AND NOT LIMITED TO (30%)

• Complying and contributing to IT policies, standards, Standard Operating Procedures (SOPs) and guidelines.
• Acting as a team player with other internal departments/teams, on technical views, to offer and convince requester to follow best practices designing and continue improvement solutions.
• Self-studying and proposing valuable training courses (soft and hard skill) and technology trending to Management team.
• Volunteering to conduct internal training, working with sharing knowledge spirit and providing mentorship to junior support engineers.
• Compliance with Conversation, Feedback and Recognitions (CFRs) method to build up company’s culture.
• Act as a point of contact for managed services customers, keeping them informed about incident status and resolution timelines.
• Maintaining constant communication with internal and external teams, providing status updates and ensuring prompt issue escalation.

Knowledge:

• Strong understanding of network and infrastructure components, including servers, routers, switches, and databases.
• Familiarity with monitoring systems and tools (e.g., SolarWinds, Splunk, New Relic, or Dynatrace).
• Basic knowledge of operating systems (e.g., Windows, Linux) and networking concepts.
• Understanding of cloud computing platforms (e.g., AWS, Azure, GCP) are a plus.
• Working knowledge of ITIL best practices for incident, problem, and change management.
• Familiarity with ticketing and workflow management systems (e.g., ServiceNow, Jira Atlassian, TOPdesk, ZenDesk…).

Skills:

• Good troubleshooting and analytical skills with an emphasis on root cause analysis.
• Proficient in using ticketing systems (e.g., ServiceNow, Jira) to document incidents and manage workflows.
• Strong English communicator, collaborating effectively with local and international teams, providing information clearly and concisely to both technical and non-technical audiences.
• Skilled in time management and prioritization, especially under high-pressure situations.

Abilities:

• Ability to work in a team and with minimal supervision, a fast-paced, 24/7 operational environment, with a flexible mindset for shift-based work.
• Adaptability to learn new monitoring tools and technologies as required by evolving infrastructure needs.
• Ability to maintain a customer-oriented mindset, ensuring all solutions are aligned with business objectives.
• Detail-oriented approach to accurately document incidents, resolution steps, and technical information

Requirements:

• Int’l certified or hand-on >=2 years’ experience in a Network Operations Centre (NOC), IT operations, infrastructure monitoring or a similar role, preferably within an international Application Managed Services (AMSs) environment.
• Relevant certifications (e.g., ITIL, CompTIA Network+, CCNA…) are a plus.

Why you’ll love working here

• Working in start-up environment, English-speaking, with opportunity to be part of innovation team and global projects.
• Onsite opportunities in UAE (United Arab Emirates) and KSA (Kingdom of Saudi Arabia).
• 13th-month salary, performance bonus
• Premium Health insurance for employees and family members (depending on level), Annual Health Check, Government Insurance in probation
• 14++ days of Annual leave and 5 days of Outing leave
• Lunch allowance and free parking
• Taxi & phone allowance (depending on level)