Officer: Service Monitoring Agent

Location: Centurion

Salary: R434 656.00 per annum, negotiable

Purpose of the Job

Reporting to the Lead: Service Monitoring, the successful incumbent is responsible for incident management, request fulfilment, event management and monitoring of the assigned critical applications and Infrastructure using various monitoring tools and techniques.

Duties & Responsibilities

Systems Monitoring and Event Management

  • Configure and manage performance thresholds on assigned infrastructure components.
  • Asses the true states of systems instantly and receive alerts at certain thresholds so that they can be actioned.
  • Monitor the health of assigned IT Services and Systems
  • Logging, tracking, escalating, communicating, and closing critical alerts and incidents.
  • Provide data on components or service trends that can be used to optimise the performance of IT services.
  • Perform trends analysis on events received.

Incident Management and Request Fulfilment

  • Logging, tracking, escalating, communicating, and closing of incidents and Service requests.
  • Incident’s detection and recording, initial user support, investigation and diagnosis, resolution and recovery of service, incident closure, incident ownership, monitoring and communication.
  • Prioritisation of calls or speedy response on urgent matters.
  • Provide assistance by trouble shooting users problems.
  • Utilise ICT knowledge base to help Users step by step.
  • Monitor incidents/request according to priority. Knowledge Base/ Library.
  • Ensure that information captured from the 2nd line is relevant to call/ problems logged.
  • Manage the integrity of information captured.
  • Constantly update of the knowledge database.
  • Maintain a Knowledge Library of incidents resolved.

Stakeholder Management

  • Assist with inquiries and requests for information from both internal and external stakeholders.
  • Contribute to the maintenance of relationships with vendors, service providers or procurement teams and ensure that all relevant procured items are invoiced and paid on time.


  • Generate regular reports on alerts and incidents reported and documented solutions developed.
  • Reporting on your calls logged to measure oneself.
  • Reporting on service provided by external service providers to aid in management of SLA.

Desired Experience & Qualification

Qualifications and Experience

  • Bachelor’s Degree in Information Technology related qualification.
  • ITIL V3 Foundation will be an added advantage.
  • Relevant 3 years’ experience in a Service Monitoring environment.
  • Experience in utilization of the Active Directory tool.

Technical and behavioral competencies required

  • Planning, organising and coordinating.
  • Personal mastery.
  • Judgment and decision making.
  • Ethics and values.
  • Client service orientation.
  • Understanding of systems monitoring concepts and management.
  • Ability to collate and interpret data from various monitoring tools.
  • Good technical documentation skills.
  • Good Communication and Telephone etiquette.
  • Basic network trouble shooting skills.
  • End user devices troubleshooting skills.
  • Microsoft Office Applications.
  • SCOM and Manage Engine.

Package & Remuneration

Total cost to company applicable to this position is minimum R434 656.00 per annum, negotiable.

NB: “RAF offers Total Employment Cost packages with no additional contributions from the Employer, successful candidates are required to structure their packages in a manner that will suit their needs”.


  • The Road Accident Fund subscribes to the principles of employment equity and preference will be given to People with Disabilities.
  • Applicants who have not received any correspondence from us within six weeks from the closing date can consider themselves unsuccessful
  • Security Vetting shall be conducted on all prospective employees.
  • It is the applicants’ responsibility to have foreign qualification evaluated by the South African Qualification Authority (SAQA) and to provide proof of such evaluation

Click here to apply

All the best with your applications


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