Virtual Monitoring Centre; VMC) Analyst

Cape Town / Centurion Full-time, Permanent Technical Services

Reports to: Principal Technical Engineer

Industry: SaaS, CX Technology, Professional Services

Working pattern: Standard hours of 08:00 to 16:30, Monday to Friday. From time to time, and subject to operational requirements, additional hours may be required. These are worked by agreement and in accordance with the Basic Conditions of Employment Act, and are compensated or taken as time off in lieu. The role also requires reasonable availability outside normal working hours for work-related communication.

iNOVO is Africa's leading cloud CX and contact centre provider, delivering advanced customer engagement solutions that drive business growth and operational efficiency. We help organisations optimise customer acquisition, service operations and revenue collection through innovative, fully customisable Cloud/SaaS technology that integrates with existing systems, channels and applications.

With offices in Cape Town and Centurion, iNOVO works with businesses across multiple industries to improve customer experience, service efficiency and revenue generation. Our portfolio spans Channels and Digital, Journey Orchestration, Self-Service, Empowered Agents, Complete Performance, and Analytics and AI.

The VMC Analyst is responsible for monitoring customer systems, validating alerts, logging incidents and coordinating escalation to engineering teams. You will work with industry tools such as Zabbix monitoring and Jira Service Management, gaining foundational operational experience used in modern IT environments.

• Has little or no formal IT work experience
• Is eager to learn technical systems
• Enjoys structured problem solving
• Wants exposure to real-world IT platforms

• Classify monitoring incidents by priority
• Validate alerts and determine impact
• Execute approved runbooks
• Log incidents accurately in Jira Service Management
• Classify incidents by priority
• Execute approved runbooks
  
  Escalate issues to senior engineers

• Provide structured updates internally
• Use professional communication templates
• Record incident actions clearly, and build and maintain positive customer relationships to ensure satisfaction
• Communicate proactively with team members, stakeholders and customers

• Participate in training sessions
• Develop understanding of monitored platforms
• Improve operational discipline and technical awareness

Successful candidates will receive structured exposure to:

• Monitoring concepts and tooling
• IT operational workflows
• Customer-focused communication
• Escalation and coordination processes

• Technical support
• Security monitoring
• Completed secondary education (matric or equivalent)
• Basic computer literacy
• Strong written and verbal communication
• Willingness to work in a structured environment
• Commitment to learning
• No prior IT experience required
• Reliability: shows up consistently and takes ownership.
• Attention to detail: notices small anomalies and follows procedures precisely.
• Calm under pressure: maintains clarity when incidents occur.
• Curiosity: wants to understand how systems work.
• Discipline: follows documented processes without shortcuts.
• Communication awareness: clear, professional and factual communication
• Accountability: owns tasks through to completion
• Team orientation: supports colleagues and escalates responsibly
• Learning mindset: accepts feedback and continuously improves

iNOVO processes the personal information you provide during recruitment in accordance with the Protection of Personal Information Act…