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Genex Infosys PLCVerified
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Key Competencies
Job Summary
The Service Monitoring Team Member will be responsible for 24/7 monitoring of contact center systems, applications, servers, networks, and service dashboards.
The role involves identifying system issues, performing basic troubleshooting, raising and tracking tickets, coordinating with internal teams and vendors, and ensuring timely escalation and resolution of incidents.
Key Responsibilities
Monitor contact center systems, applications, servers, networks, and dashboards.
Perform regular system health checks and identify any abnormalities.
Monitor alerts and take immediate action according to defined SOPs.
Perform basic Level 1 (L1) troubleshooting and resolve common issues.
Monitor ISP, NTTN, and other service provider performance.
Escalate unresolved issues to the appropriate technical team or vendor.
Coordinate with internal teams and vendors for incident resolution.
Create, update, and track incident/service tickets.
Maintain proper records of incidents, alarms, and system issues.
Prepare shift handover reports and incident summaries.
Act as the first point of contact for service-related issues.
Follow defined SOPs, escalation procedures, and operational guidelines.
Participate in 24/7 rotational shifts, including night shifts, weekends, and public holidays.
Support documentation and maintenance of operational procedures.
Other benefits are as per company policy.
Work at office
Full time
Anywhere in Bangladesh
Applications for this job are handled on the company's own website.
A business process management and IT services company providing customer experience, AI, automation, cybersecurity, cloud, and digital solutions.