24/7 AI Operations Technical Support Analyst Graduate

CSG Systems International, Inc.

Job Overview

Location

ZA.Centurion.Remote

Job Type

Full-time

Full Job Description

📋 Description

• The 24/7 AI Operations Technical Support Analyst Graduate role 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, playing a critical role in maintaining system uptime and minimizing business impact.
• Day-to-day responsibilities include monitoring alerts across network, compute, storage, virtualization, and product/application environments in on-premises data centers and public clouds (AWS/Azure); performing initial triage to determine alert severity, scope, and business impact; identifying false positives and noise through alert correlation; notifying and engaging IT on-call teams and Major Incident Management (MIM) during high-severity incidents; coordinating with external service desk teams; ensuring timely communication to Client Business Units (CBUs); correlating alerts against scheduled changes, known issues, and hardware failures; maintaining accurate incident logs and timelines; supporting continuous improvement by identifying gaps in monitoring; and contributing to refinement of runbooks, playbooks, and automation opportunities.
• You will be part of CSG Systems International, Inc., a company with over 40 years of experience empowering businesses to build unforgettable customer and employee experiences through innovative technologies. CSG’s guiding principles of Impact, Integrity, and Inspiration drive a culture where employees are fearlessly committed, connected, high on integrity, and low on ego—making it one of the best places to work. The role is based in Centurion or Cape Town offices and is part of the 2026 Graduate Program, a 12-month structured development initiative.
• In this role, you will develop foundational expertise in enterprise observability, incident management, and 24/7 operations within a global follow-the-sun model. You will gain hands-on experience with monitoring tools, cloud platforms (AWS/Azure), networking fundamentals, and incident coordination processes. You will build critical competencies in situational awareness, prioritization, clear communication, and attention to detail while working under pressure with senior team support. The graduate program offers structured learning, mentorship, and exposure to cross-functional teams, positioning you for growth into technical operations, SOC, or cloud operations roles within CSG.

🎯 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
• Basic scripting or automation knowledge (Python, PowerShell) – preferred

🏖️ Benefits

• Part of the 2026 Graduate Program, a 12-month structured development initiative with mentorship and learning opportunities
• Opportunity to work in a 24/7 shift-based follow-the-sun model with global team collaboration (AMER, APAC, EMEA)
• Exposure to enterprise observability platforms, cloud environments (AWS/Azure), and incident management processes including Major Incident Management (MIM)
• CSG’s culture of Impact, Integrity, and Inspiration — a workplace where employees are valued, empowered, and encouraged to innovate without fear of failure
• Accommodations available for persons with disabilities throughout the application and employment process
• Based in Centurion or Cape Town offices with hybrid/remote flexibility indicated by #Remote tag

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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