Infrastructure And Operations Analyst

Specific Responsibilities:
Provide IT Operational Support to the Business and monitoring the Infrastructure and Services

1. Monitor client systems through various tools
2. Communicate by email phone and messaging solutions
3. Manage support request cases/tickets through various ITSM solutions
4. Administer systems servers and networks
5. Document processes to develop or update
6. Administrative tasks in producing reports and presenting to the team
7. Participate in company events held periodically
Infrastructure and operations equipment and resources can be with the client or a provider of
the client or the partner. The tools and methods to be used will depend on the client or the partner.

Responsibilities:
Liaising with 3rd Line Teams and Suppliers to ensure Incident Resolution and Service Recovery

Providing expert Second Line Support Incident and Problem management and resolution within defined Service Level Agreements

Monitor client systems using various technologies employed by the client

Analyze alerts received from client monitoring systems to ensure swift and efficient handling

Communicate using voice email messages and business channels (IM apps)

Escalate complex issues to higherlevel support teams when necessary.

Manage request tickets remotely through software or app selected by the client/partner and review Level 1 handled cases.

Process approved change requests

Check document collected information from tickets to aid further analysis to prevent recurrence when possible

Ensure shift reports periodic team reports are correct and present them

Participate in company activities designed to achieve and further the goals mission and vision of the company. This may be in the form of and not limited to administrative meetings training process improvement employee development and approved activities beyond this scope.

Remote Work :

No