Sr. Executive - IT

Job Description

Title: Sr. Executive - IT

Company Name: Genex Infosys PLC.

Vacancy: 1

Age: 22 to 33 years

Job Location: Anywhere in Bangladesh

Salary: Negotiable

Experience:

• 1 to 2 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service, BPO/ Data Entry Firm, Call Center
• Freshers are also encouraged to apply.

• Bachelor of Science (BSc) in Computer Science & Engineering

• 1 to 2 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service, BPO/ Data Entry Firm, Call Center
• Freshers are also encouraged to apply.

• Age 22 to 33 years

• Basic knowledge of IT operations, NOC/SOC monitoring, networking, servers, and contact center systems.
• Basic understanding of networking commands such as Ping, Telnet, Tracert/Traceroute.
• Basic knowledge of monitoring and ticketing/ITSM tools.
• Good communication and coordination skills.
• Good analytical and problem-solving ability.
• Ability to work under pressure in a 24/7 operational environment.
• Willingness to work in rotational shifts, including nights, weekends, and public holidays.
• Good attention to detail and ability to follow defined procedures.

Key Competencies

• Accountability and OwnershipTeamwork and Collaboration.
• Proactive MonitoringProblem-Solving.
• Communication Skills.
• Attention to Detail.
• Ability to Work Under Pressure.

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.