24/7 AI Operations Technical Support Analyst

CSG Systems International, Inc.

Job Overview

Location

South Africa Remote

Job Type

Full-time

Full Job Description

📋 Description

• 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 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).
• You will report to the Platform Services Director and perform real-time monitoring & alert management, including monitoring a centralized platform aggregating alerts across network, compute, storage, virtualization, and product/application environments in on-premises data centers and private/public cloud (AWS/Azure). You will perform initial triage to determine alert severity, scope, and business impact, and identify false positives, duplicates, and noise through alert correlation.
• You will 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, and ensure timely communication to impacted Client Business Units (CBUs). You will correlate alerts against scheduled changes and maintenance activities, known issues and ongoing incidents, hardware failures and infrastructure degradation to distinguish between expected vs. anomalous events and reduce unnecessary escalations.
• You will maintain accurate incident logs, timelines, and actions taken, support continuous improvement by identifying gaps in monitoring and alerting, and contribute to refinement of runbooks, playbooks, and automation opportunities. You will work in a 24x7 shift-based model (AMER, APAC, EMEA – follow-the-sun), including weekends, holidays, and shift rotation turnover across regions, operating within a minimum of “2-in-the-box” team structure for coverage and collaboration.
• You will gain hands-on experience with enterprise monitoring/observability tools, develop skills in incident triage and coordination, deepen understanding of networking, compute, storage, virtualization, and cloud platforms (AWS/Azure), and build expertise in Major Incident Management processes and cross-functional collaboration in a global, follow-the-sun operations environment.

🎯 Requirements

• 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, and cloud environments (AWS and/or Azure)
• Experience working in a 24/7 shift-based environment
• Documentation rebranding and content refresh

🏖️ Benefits

• Opportunity to work remotely from South Africa
• Exposure to cutting-edge agentic AI for event correlation and triage in enterprise observability
• Collaboration with global IT on-call teams, Major Incident Management (MIM), and Service Operations Center (SOC)
• Continuous learning through refinement of runbooks, playbooks, and automation opportunities
• Work within a supportive, follow-the-sun team structure with 24x7 coverage and cross-regional collaboration
• Alignment with CSG’s guiding principles of Impact, Integrity, and Inspiration

Skills & Technologies

Python

AWS

Azure

Remote

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CSG Systems International, Inc.

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About CSG Systems International, Inc.

CSG Systems International provides cloud-based revenue management, customer experience, and payment solutions for communications, media, and other service providers worldwide. Its platform handles billing, charging, mediation, analytics, and digital monetization across wireless, wireline, cable, satellite, and OTT services. The company supports complex partner settlements, content monetization, and customer lifecycle management, serving large enterprises and government clients. Operations span North America, Europe, and Asia-Pacific.

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