Role purpose
Provide operational and technical support for CSG-managed Mobily platforms by monitoring system health, responding to alarms and incidents, performing initial troubleshooting, coordinating escalations, and tracking issues through resolution and closure.
Key responsibilities
- Monitor application, infrastructure, and service-health dashboards, email alerts, and Microsoft Teams notifications for abnormal conditions and threshold breaches.
- Acknowledge alerts and operational requests from Mobily NOC and other stakeholder teams, collect the required samples or evidence, and provide timely status updates.
- Log and manage incidents according to severity, impact, and operational procedures; ensure that the correct support group is engaged.
- Perform first-level technical triage using logs, monitoring information, system status, and customer-provided examples.
- Investigate and coordinate support for issues involving file-system utilization, high memory usage, database blocking sessions, log growth, downstream connectivity, and degraded Gy/telecom KPIs.
- Escalate complex issues to L2 application teams, DBA, Unix/Linux, Platform Engineering, or other specialist teams with clear problem statements, evidence, timestamps, and business impact.
- Track open incidents, service requests, and planned activities through completion; confirm activity outcomes and communicate closure status to stakeholders.
- Support operational activities for Singleview/New Stack environments, including health checks, database-related investigations, AWR-report coordination, and application-access or environment-support requests.
- Maintain accurate incident, request, and activity records, including actions taken, evidence collected, assigned teams, status updates, and closure information.
- Contribute to SLA and operational reporting, repeat-ticket analysis, service-health reporting, and continuous improvement of monitoring and support procedures.
- Follow established Mobily L1/L2 operating procedures, escalation paths, change controls, and information-security requirements.
- Collaborate with CSG colleagues, Mobily operations, NOC teams, database administrators, platform engineers, and infrastructure support teams across shifts or planned maintenance windows.
Typical day-to-day tasks
- Review monitoring dashboards and incoming operational emails for new alarms or incidents.
- Validate alerts and identify the affected host, application, environment, KPI, or customer-impacting service.
- Raise or update the relevant incident or service request with severity, impact, technical details, and supporting evidence.
- Check logs, file-system capacity, memory utilization, database symptoms, and connectivity indicators as appropriate to the issue.
- Engage the appropriate resolver group and follow up until the issue is restored or a confirmed next action is agreed.
- Provide progress updates to stakeholders and record the activity outcome.
- Support planned production activities by communicating schedules, monitoring execution, and confirming completion.
- Review recurring incidents and contribute information for SLA, health-check, and repeat-ticket reports.
Key deliverables
- Timely alert acknowledgement and incident registration.
- Complete and accurate incident/service-request records.
- Evidence-based escalations to resolver teams.
- Regular stakeholder status updates and activity-completion confirmations.
- Accurate operational, SLA, health-check, and repeat-ticket reporting.
- Clear handover information for unresolved or ongoing issues.
Required knowledge and skills
- Experience in telecom or enterprise IT operations and production support.
- Practical understanding of incident management, severity assessment, escalation, and SLA tracking.
- Working knowledge of Linux/Unix troubleshooting, application logs, file systems, and basic SQL/database concepts.
- Familiarity with monitoring dashboards, alarms, KPI analysis, and operational reporting.
- Ability to investigate issues methodically and communicate concise technical findings.
- Ability to coordinate effectively with application, database, infrastructure, NOC, and customer teams.
- Willingness to work in a shift-based or on-call operational support model, where required.
NB: Preference will be given to Saudi nationals living in Riyadh
Location(s):
SA.Riyadh.Client
Accommodation:
If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.
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CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.
By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.
