Executive Assistant – Remote Monitoring | Work From Home | Day Shift

Responsibilities

• Monitor a designated Slack channel for automated system health notifications.
• Review routine component updates to distinguish between normal operation, reported failures, and missing health checks.
• Follow the documented escalation checklist whenever a component fails or an expected update does not arrive.
• Acknowledge alerts promptly and notify the appropriate engineering contact.
• Make urgent phone calls or reach designated escalation contacts when critical alerts require immediate action.
• Document essential i ---------- information, including the affected component, when the issue occurred, and whether it has happened previously.
• Protect the confidentiality of all information shared in the monitoring channel.
• Stay attentive and responsive throughout assigned shifts, including overnight and weekend coverage.
• Consistently follow approved runbooks, escalation protocols, and response-time requirements.

Role Boundaries

• Troubleshooting, restarting, repairing, or otherwise resolving technical issues is outside the scope of this position.
• You will not access customer systems, servers, or infrastructure.
• You will not communicate directly with end customers.
• Engineering team will manage all technical investigations and corrective actions.

Essential Requirements

• Availability to provide coverage during the required hours: Monday–Friday, 5:00 PM–8:00 AM AEST/AEDT, plus full weekend coverage.
• A dependable internet connection and the ability to monitor Slack actively in real time.
• Ability to follow detailed checklists, runbooks, and escalation instructions accurately.
• Clear communication skills and the ability to respond quickly, including through urgent calls and messages.
• Excellent attention to detail, dependability, and accountability when managing time-sensitive notifications.
• Ability to handle confidential and sensitive information with discretion.

Preferred Experience and Skills

• Previous experience in monitoring, network operations centre (NOC) support, customer service, operations, virtual assistance, or similar roles involving continuous monitoring.
• Familiarity with Slack or comparable real-time communication and monitoring tools.
• Ability to maintain concentration during extended overnight shifts.
• Sound judgment when identifying issues that need immediate escalation.
• Confidence working independently while coordinating with an offshore or distributed team.

Schedule and Working Arrangements

• Monday–Friday: 5:00 PM–8:00 AM AEST/AEDT.
• Saturday and Sunday: 24-hour coverage.
• Slack will be the primary communication platform, with phone calls or other urgent contact methods used for high-severity alerts.
• Before the start date, training will cover the monitoring dashboard, alert categories, escalation procedures, and designated contacts.
• Escalation contacts and expected response times will be confirmed before the selected candidate begins.