Technical Surveillance Analyst at Arnergy Solar Limited

Responsibilities
System Monitoring and Surveillance:

• Monitor customer energy systems on a 24/7 shift basis using Arnergy's surveillance and monitoring platforms.
• Continuously monitor system performance to proactively identify faults, alarms, abnormal events, and service interruptions.
• Detects system anomalies early and initiates appropriate response actions to minimize downtime.
• Ensure real-time visibility of deployed energy systems through available monitoring and analytics tools.

Incident and Fault Management:

• Perform first-level technical troubleshooting and provide remote support where applicable.
• Escalate alarms, incidents, and unresolved technical issues to the appropriate resolver teams within established Service Level Agreements (SLAs).
• Create, assign, monitor, update, and close incident tickets while maintaining accurate documentation. 
• Conduct proper fault diagnosis and technical demarcation before escalation.
• Track incident progress and follow up with resolver teams until successful resolution.
• Ensure all incidents are properly documented and closed in accordance with operational procedures.

Customer and Stakeholder Support:

• Provide timely first-line technical support to customers experiencing system issues.
• Collaborate closely with the Customer Experience team to ensure prompt communication and resolution of customer concerns.
• Provide regular status updates to customers and internal stakeholders on ongoing incidents.
• Coordinate stakeholder notifications for planned maintenance activities and unplanned service interruptions.

Operational Support:

• Support field service and operations engineers by providing system monitoring insights, analytics, and remote diagnostics.
• Collaborate with Software, Embedded Systems, IT, and other support teams to improve system monitoring and operational visibility.
• Maintain accurate operational records, reports, and surveillance logs.
• Document recurring issues and contribute to the organization's technical knowledge base. Participate in shift handovers to ensure continuity of surveillance operations.

Continuous Improvement:

• Identify opportunities to improve monitoring processes, alarm management, and operational efficiency.
• Recommend enhancements to surveillance tools, reporting, and operational procedures.
• Support the implementation of process improvements that enhance service reliability and customer satisfaction.
• Perform any other duties assigned by the line manager.

Requirements and Skills

• You’ll be a good fit for this role if you have:
• 1–3 years of experience in technical support, system monitoring, network operations, energy systems, or a similar technical environment is an advantage.
• Experience working in a shift-based or 24/7 operations environment is desirable.
• Basic understanding of electrical power systems, solar energy systems, or battery energy storage systems is an advantage.
• Familiarity with monitoring platforms, SCADA systems, IoT platforms, or remote monitoring applications.
• Knowledge of incident management and ticketing systems.
• Proficiency in Microsoft Office Suite, particularly Excel and Word.
• Ability to interpret system alarms, logs, and performance data.

We’d also like to see:

• Excellent written and verbal communication skills
• Flexibility and comfort working in a fast-paced, changing environment
• An attribute of grit
• Compliance oriented, good interpersonal skills
• Excellent time management, task prioritizing and organizational ability
• High level of attention to detail.