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Role Overview

The System Engineer for the IT Operations Center plays a critical role in ensuring continuous operational support for vital systems around the clock. This individual acts as the primary contact point for IT incidents, alerts, and service requests, guaranteeing end-to-end system availability and compliance with service level agreements (SLAs). Operating on a 12-hour rotating shift pattern, the engineer facilitates ongoing monitoring, incident management, and support across infrastructure, applications, and business systems to maintain smooth operations.

Key Responsibilities

Maintain comprehensive service availability.
Ensure incident responses and resolutions occur within SLA timelines.
Accurately log, classify, and escalate tickets as necessary.
Respond promptly to alerts, typically within 15 minutes.
Conduct thorough shift handovers to maintain continuity.
Manage a high volume of operational tasks spanning calls, incidents, and alerts.
Handle first-level troubleshooting and support at the service desk.
Coordinate incident management activities including logging, communication, and resolving network, system, and application issues.
Execute real-time monitoring and recovery actions following predefined SOPs.
Oversee operational duties such as monitoring shared mailboxes and managing tasks like SQL scripts and account unlocks.
Assess and endorse data centre and security access requests.
Perform structured shift handovers and any additional duties assigned.

Required Competencies

Strong analytical thinking and problem-solving acumen.
Effective communication skills and ability to engage stakeholders.
Capability to perform well under pressure.
Strict adherence to established SOPs and processes.
Detail-oriented team player with an aptitude for shift-based work.

Qualifications and Experience

Diploma or degree in IT, Computer Science, or a related field.
Between one to three years of experience in IT support, service desk, Network Operations Centre (NOC), or Security Operations Centre (SOC) at level 1.
Recent graduates with relevant internship experience may be considered.
Availability to work 12-hour shifts on a rotating schedule covering weekends, public holidays, and nights.
Work is onsite at the command centre; remote work options are not available.
Ability to manage a high-volume, real-time operational workload effectively.
Opportunities for senior and lead roles exist for suitably qualified candidates.

Technical Skills

Basic understanding of servers, networking, and operating systems.
Familiarity with Windows and Linux environments, including SQL and scripting.
Experience with incident handling and alert monitoring procedures.
Knowledge of Linux command-line tools such as the VI editor.
ITIL Foundation certification or understanding is advantageous.
Skills in automation or scripting are preferred.

System Engineer

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