CCC Monitoring Analyst & Client Support

About the role

Khazna is seeking a Monitoring Analyst & Client Support professional for its Command & Control Center (CCC). The role focuses on real‑time monitoring of data‑center MEP infrastructure, first‑line incident response and client communication in a 24/7 environment.

Key responsibilities

• Monitor MEP systems via dashboards, BMS/EMS and alert platforms, detecting anomalies early.
• Classify, prioritize and investigate incidents, applying corrective actions where possible.
• Escalate high‑severity issues to specialized teams while handling lower‑severity cases within the CCC.
• Provide first‑level client support, delivering transparent updates during incident resolution, especially for Major Incident Management.
• Coordinate with Site Operations, Engineering, NOC and external vendors to ensure timely service fulfillment.
• Participate in incident drills, review CCC protocols and identify automation opportunities to improve workflow.

Required profile

• Bachelor’s degree or diploma in IT or Computer Science.
• 3‑5 years of experience in command‑center management, BMS/EMS monitoring and technical client support.
• Strong analytical skills for performance data analysis and trend identification.
• Excellent communication and problem‑solving abilities in a high‑pressure, 24/7 environment.

Required skills

• BMS/EMS monitoring tools.
• CAFM platforms and monitoring dashboards.
• ServiceNow or similar alert & alarm management systems.
• Power BI, Tableau (or comparable data‑visualisation tools).
• ITIL Foundation (preferred).