24/7 AI Operations Technical Support Analyst

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About the position

The 24/7 AI Operations Technical Support Analyst is responsible for real-time monitoring of a centralized enterprise observability platform that aggregates alerts from multiple monitoring systems via APIs (Application Programming Interfaces) and leverages agentic 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 cloud environments.

The Analyst plays a critical role in maintaining system uptime and minimizing business impact by coordinating with IT on-call teams, Major Incident Management (MIM), Service Operations Center (SOC) and Client Business Units (CBUs).

What you'll do

You will report to the Platform Services Director

Real-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 cloud (AWS/Azure)

• Perform initial triage to determine alert severity, scope, and business impact

• Identify false positives, duplicates, and noise through alert correlation

Incident Notification & Coordination

• Notify and engage appropriate IT on-call teams for incident investigation and resolution

• Partner with Major Incident Management (MIM) teams during high-severity incidents

• Coordinate with external service desk teams to initiate paging and communications

• Ensure timely communication to impacted Client Business Units (CBUs)

Event Correlation & Change Awareness

• Correlate alerts against:

  • Scheduled changes and maintenance activities

  • Known issues and ongoing incidents

  • Hardware failures and infrastructure degradation

• Distinguish between expected vs. anomalous events to reduce unnecessary escalations

Operational Excellence

• Maintain accurate incident logs, timelines, and actions taken

• Support continuous 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 related field

• 0-0.5 years of work experience in IT Operations, NOC, Monitoring roles or related fields

• Experience with enterprise monitoring/observability tools (e.g. SCOM, SolarWinds, etc.)

• Understanding of:

  • Networking fundamentals (TCP/IP, routing, switching)

  • Compute, storage, and virtualization platforms

  • Cloud 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 sound judgment under pressure, with support from senior team members

• Able to organize work, manage competing priorities, and escalate issues appropriately

• Communicates clearly and asks effective questions to understand both technical and business contexts

• Pays close attention to detail and follows processes accurately

Work Environment

• 24x7 shift-based model (AMER, APAC, EMEA – follow-the-sun)

• Includes weekends, holidays, and shift rotation turnover across regions

• Operates within a minimum of “2-in-the-box” team structure for coverage and collaboration

#Remote

Location(s):

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 [email protected]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Guiding Principles:

Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity: 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 bold in the way you think and passionate about the work you do. Test out innovative ideas 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 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.