Responsibilities
System Monitoring and Surveillance:
Monitor Energy’s surveillance and monitoring platforms to oversee customer energy systems continuously, 24 hours a day, across all shifts.
Regularly assess system performance to swiftly detect faults, alarms, abnormal events, and service disruptions, enabling proactive intervention.
Proactively identifies system irregularities at an early stage and promptly implements corrective measures to reduce downtime.
Deliver immediate transparency of operational energy systems by leveraging existing monitoring and analytics resources to track performance in real time.
Responsibilities include overseeing incident and fault management processes, ensuring timely identification, escalation, and resolution of system issues. This role requires monitoring IT infrastructure to detect anomalies, coordinating response efforts with relevant teams, and documenting incidents for compliance and analysis. Strong problem-solving skills and a structured approach to troubleshooting are essential, along with the ability to maintain clear communication throughout the incident lifecycle. Experience with ticketing systems and familiarity with IT service management frameworks are preferred.
Conduct initial-level technical troubleshooting and deliver remote assistance as needed.
Escalate alarms, unresolved technical issues, and incidents to the designated resolver teams in adherence with established Service Level Agreements (SLAs).
Develop, delegate, track, revise, and resolve incident tickets while ensuring precise and up-to-date documentation.
Perform accurate fault diagnosis and establish technical demarcation prior to escalation.
Monitor incident statuses and ensure consistent follow-ups with assigned resolver teams until complete resolution is achieved.
Ensure that every incident is accurately documented and formally closed in strict compliance with established operational procedures.
Provide exceptional assistance to customers and stakeholders by addressing inquiries, resolving issues, and ensuring their needs are met promptly and effectively. Maintain clear and professional communication while gathering feedback to enhance service quality. Collaborate with internal teams to streamline processes and improve overall satisfaction. Prioritize responsiveness, accuracy, and a customer-centric approach in all interactions.
Deliver prompt and effective initial technical assistance to customers encountering system-related difficulties.
Work collaboratively with the Customer Experience team to facilitate timely communication and expedite the resolution of customer concerns.
Prepare and deliver consistent progress reports to clients and internal stakeholders regarding active incident resolutions.
Coordinate notifications to stakeholders regarding scheduled maintenance events and unexpected service disruptions.
Provide operational support by ensuring efficient and reliable functioning of systems and processes, addressing any issues promptly to minimize downtime. Maintain clear communication with stakeholders to facilitate smooth operations and promptly escalate any critical concerns. Collaborate with cross-functional teams to implement improvements and optimize performance. Uphold high standards of service delivery while adhering to established protocols and procedures.
Provide system monitoring insights, analytics, and remote diagnostics to assist field service and operations engineers effectively.
Partner with Software, Embedded Systems, IT, and other cross-functional teams to enhance system monitoring capabilities and deepen operational visibility.
Ensure the meticulous maintenance of operational records, reports, and surveillance logs to uphold accuracy and compliance.
You will document recurring issues and play a key role in expanding the organization’s technical knowledge base. Additionally, you will take part in shift handovers to maintain seamless surveillance operations.
Continuous Improvement initiatives are implemented to enhance efficiency, effectiveness, and overall performance across all organizational processes. This encompasses the identification of opportunities for enhancement, the application of data-driven problem-solving methodologies, and the consistent monitoring of results to ensure sustained progress. Participation in these efforts fosters a culture of innovation and accountability while driving measurable improvements in quality, productivity, and customer satisfaction.
Analyze processes related to monitoring, alarm management, and operational efficiency to uncover opportunities for enhancement.
Suggest improvements to surveillance systems, reporting mechanisms, and operational workflows to enhance efficiency and effectiveness.
Assist in driving process improvements aimed at bolstering service reliability and elevating customer satisfaction levels.
Carry out any additional tasks or responsibilities as directed by the line manager as needed.
Seeking a candidate with a minimum of a Bachelor’s degree in a related field, along with at least three years of relevant experience. Proficiency in industry-standard software and tools is required, as well as strong problem-solving and communication skills. The ideal applicant will demonstrate the ability to work independently and collaboratively, with a keen attention to detail and a commitment to meeting deadlines. Familiarity with project management methodologies and a track record of successful project delivery are highly desirable.
You may be well-suited for this position if you possess the following qualifications and attributes:
Proficiency in technical support, system monitoring, network operations, energy systems, or a comparable technical domain with 1–3 years of hands-on experience is preferred.
Desirable candidates will have prior experience in shift-based or round-the-clock operational settings.
A familiarity with electrical power systems, solar energy systems, or battery energy storage systems is beneficial.
Proficiency in utilizing monitoring platforms, SCADA systems, IoT platforms, or remote monitoring applications is required.
Proficiency in incident management frameworks and ticketing platforms is essential.
Demonstrates strong competency in utilizing the Microsoft Office Suite, with a particular emphasis on Excel and Word.
Proficient in analyzing system alarms, logs, and performance metrics to identify issues and ensure optimal operation.
We’d also like to see:
Proficient in both written and verbal communication, demonstrating clarity, precision, and adaptability in conveying ideas.
In this role, you will thrive in a dynamic and rapidly evolving setting, maintaining both adaptability and composure amid shifting priorities. Your ability to perform efficiently under pressure and accommodate evolving demands is essential to success in this position.
An individual who demonstrates resilience and perseverance in the face of challenges possesses a key quality known as grit. This trait is characterized by a sustained commitment to long-term objectives despite obstacles, setbacks, or delays in progress. Individuals with grit maintain their focus, work diligently, and adapt their strategies as needed to achieve their goals. Employers highly value this attribute, as it often correlates with higher productivity, reliability, and the ability to inspire and lead teams through difficult circumstances.
Compliance-focused with strong interpersonal abilities, you will ensure adherence to regulatory standards while collaborating effectively with stakeholders to facilitate seamless operations.
Demonstrates exceptional skill in managing time effectively, prioritizing tasks efficiently, and maintaining strong organizational capabilities.
Maintains an exceptional standard of meticulousness and precision in all tasks undertaken.
To initiate the application process, candidates must follow the specified submission method. This requirement ensures that all applications are received through the designated channel, facilitating consistent evaluation and review. Applicants should carefully adhere to the outlined instructions to avoid any delays or complications in their submission. The chosen method streamlines the review process for the hiring team, ensuring efficiency and fairness in the initial stages of candidate selection.
Use the link(s) below to apply on company website.
Qualifications
BA/BSc/HND
Experience Required
1 - 3 years
