Analyst (Support & Operations)

Job Summary

Key Responsibilities Monitor IT infrastructure, servers, networks, applications, and alerts using monitoring tools. Perform initial troubleshooting and diagnosis of incidents. Log, categorize, assign, and track incidents/service requests in the ticketing tool. Respond to alerts and take predefined actions as per SOPs and runbooks. Escalate unresolved or critical issues to appropriate L2/L3 teams within SLA timelines. Monitor backups, scheduled jobs, and system health checks. Update ticket work notes with troubleshooting steps and resolution details. Follow shift handover processes and maintain operational documentation. Participate in bridge calls during major incidents. Ensure compliance with ITIL processes, security policies, and operational guidelines. Generate and share daily operational reports and incident summaries. Required Skills Basic knowledge of Windows and Linux operating systems. Understanding of networking concepts (TCP/IP, DNS, DHCP, VPN). Familiarity with monitoring tools such as SolarWinds, SCOM, Zabbix, PRTG, or similar. Knowledge of ticketing tools such as ServiceNow, Remedy, or Jira. Basic troubleshooting and analytical skills. Good communication and documentation skills. Understanding of ITIL Incident, Problem, and Change Management processes

Key Responsibilities

SolarWinds Monitoring

Skill Requirements

Solarwinds, AD

Other Requirements

NA