Network Monitoring Agent

The Monitoring Agent is responsible for the real-time monitoring of network and system activity, swiftly responding to alerts from monitoring tools, assessing their customer impact, and proactively driving issue resolution. Acting as the first line of defence against service incidents, this role requires effective communication with affected teams and stakeholders to ensure minimal downtime and maintain an exceptional customer experience at every stage. In addition, the Monitoring Agent is responsible for monitoring SLA clients to ensure service commitments are met, as well as conducting general monitoring of all client equipment to identify and escalate potential issues before they affect service delivery.

Key Responsibility Areas:
Real-Time Monitoring and Alert Response:
Monitor network systems (Zabbix, Grafana, The Dude, Altostrat) for performance anomalies, service disruptions and triggers.
Assess the severity and customer impact of incoming alerts.
Initiate documented troubleshooting steps to resolve issues and independently where possible.
Log all network incidents clearly and accurately in the ticketing system.
Conduct basic troubleshooting to see if connectivity can be restored, before escalating to relevant teams.

Incident Communication and Escalation Management:
Ensure clear and timely communication to relevant stakeholders regarding incident status, impact, and estimated time of resolution (ETA).
Follow established escalation procedures, engaging higher-level support teams when necessary.
Proactively chase resolutions, keeping all stakeholders informed at regular intervals until issues are fully resolved.

Customer Impact and SLA Management:
Assess and clearly document customer impacts associated with network alerts and incidents.
Prioritise incidents based on the level of customer impact and urgency.
Consistently adhere to agreed-upon Service Level Agreements (SLAs), ensuring timely responses and resolutions.

Continuous Learning and Improvement:
Develop a comprehensive understanding of network infrastructure, monitoring systems, and customer environments.
Identify opportunities for process improvements, system enhancements, and monitoring optimisations.
Actively participate in training and knowledge-sharing initiatives within the surveillance team.

Key Outputs:
Accurate Incident Logs.
Proactive Incident Communication.
Adherence to SLAs.

The successful candidate must have the following experience/skills and competencies:

Experience:

• Previous experience with network monitoring tools (Zabbix, Grafana, The Dude) advantageous.
• Experience with ticketing systems in a team-based support environment beneficial.

Technical Competencies:

• Basic underst
  
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