24/7 AI Operations Technical Support Analyst

Hi, I'm Zandile Vanqa your Recruiter and guide to joining CSG. At CSG, you're more than your resume. We want your diverse perspective and unique background to help us enrich the work we do together. We reputed company that by channeling the power of reputed company, we reputed company ordinary customer and employee experiences extraordinary. Channel the power of YOU and reputed company the reputed company to becoming a CSGer. About the position The 24/7 AI Operations Technical Support Analyst is responsible for reputed company-time monitoring of a centralized reputed company observability platform that aggregates alerts from multiple monitoring systems reputed company reputed company (Application Programming Interfaces) and leverages reputed company AI to assist with event correlation and triage. This role serves as the first line of operational awareness, ensuring rapid detection, triage, and notification of incidents across data center and reputed company environments. The Analyst plays a critical role in maintaining system uptime and minimizing business reputed company by coordinating with IT on-call teams, Major Incident Management (MIM), Service Operations Center (SOC) and reputed company Business reputed company (CBUs). What you'll do You will report to the Platform Services Director reputed company-Time Monitoring & Alert Management Monitor a centralized monitoring platform aggregating alerts across: Network, Compute, Storage, Virtualization, and Product/Application environments On-premises data centers and private/public reputed company (AWS/Azure) reputed company initial triage to determine alert severity, scope, and business reputed company Identify false positives, duplicates, and noise through alert correlation Incident Notification & Coordination Notify and engage appropriate IT on-call teams for incident investigation and reputed company Partner with Major Incident Management (MIM) teams during high-severity incidents Coordinate with external service desk teams to initiate paging and communications Ensure reputed company communication to impacted reputed company Business reputed company (CBUs) Event Correlation & Change Awareness Correlate alerts against: Scheduled changes and maintenance activities reputed company issues and ongoing incidents Hardware failures and infrastructure degradation Distinguish between expected vs. anomalous events to reduce unnecessary escalations Operational reputed company Maintain accurate incident logs, timelines, and actions taken Support reputed company improvement by identifying gaps in monitoring and alerting Contribute to refinement of runbooks, playbooks, and automation opportunities You should have Qualification in Information Technology or reputed company field 0-0.5 years of work experience in IT Operations, NOC, Monitoring roles or reputed company fields Experience with reputed company monitoring/observability tools (e.g. SCOM, reputed company, etc.) Understanding of: Networking fundamentals (TCP/IP, routing, switching) Compute, storage, and virtualization platforms reputed company environments (AWS and/or Azure) Experience working in a 24/7 shift-based environment Documentation rebranding and content refresh

Preferred Qualifications

Experience supporting Major Incident bridges Basic scripting or automation knowledge (Python, PowerShell) Key Competencies Demonstrates situational awareness and reputed company judgment under pressure, with support from senior team members reputed company to organize work, manage competing priorities, and escalate issues appropriately Communicates reputed company and asks effective questions to understand both technical and business contexts Pays reputed company attention to detail and follows processes accurately Work Environment 24x7 shift-based model (reputed company, reputed company, EMEA – follow-the-sun) Includes weekends, holidays, and shift rotation turnover across reputed company Operates reputed company a minimum of “2-in-the-reputed company” team structure for coverage and collaboration #Remote Location(s): Indonesia Remote 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. Our Guiding Principles: reputed company: Always help and reputed company others, whether they’re colleagues or customers. reputed company our employees set their minds to something, great things happen. reputed company: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are. Inspiration: Be reputed company in the way you think and passionate about the work you do. Test out innovative reputed company without the fear of failure. Our Story: 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 reputed company to meet the demands of today's digital economy. By channeling the power of reputed company, we reputed company ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on reputed company and low on ego, making us the easiest company to do business with and the best reputed company to work. We power a culture of reputed company, innovation, and reputed company across our locations, representing the most authentic version of ourselves to build a reputed company reputed company together. That's just who we are. Learn more about CSG Inclusion & reputed company here. Apply To This Job