The Analyst II IT Operations role at the company focuses on monitoring, detection, and triaging of infrastructure events and alerts. The team ensures 24x7 visibility into enterprise systems using centralized tools, supports proactive identification of incidents, and triggers response workflows by logging tickets into the ITSM system. This function is critical for maintaining operational stability and service continuity.
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Responsibilities:
- Monitor IT infrastructure alerts and events across network, server, and application systems using monitoring tools.
- Create and categorize tickets in the ITSM system (e.g., ServiceNow, BMC) as per SOPs upon detection of defined alerts or threshold breaches.
- Follow predefined workflows to notify relevant resolver groups or escalate incidents when needed.
- Operate in a 24x7 shift environment.
- Maintain event logs and document issues accurately for further triage and resolution.
- Support initial validation of events (false positive elimination) based on standard checks.
- Collaborate with L1/L2 support teams for incident handover or follow-up.
- Ensure compliance with monitoring KPIs and SLAs for incident detection and ticket creation.
- Assist in upkeep of monitoring dashboards and tools under supervision.
- Participate in periodic system health checks and basic IT operations tasks based on SOPs.
Qualifications:
- Bachelor's degree in computer science, Information Technology, or a related field, or equivalent experience.
- 3+ years of relevant experience in an IT monitoring or support role.
- Proficiency in basic report preparation using Excel and documentation using word processing tools.
- Attention to detail and the ability to follow runbooks/SOPs precisely.
- Good written and verbal communication skills.
- Customer-oriented approach.
Preferred Skills:
- Basic familiarity with infrastructure domains such as Windows, AD, network, and servers.
- An advanced degree in a relevant field is a plus.
- Relevant certifications, such as CompTIA Security+, Cisco CCENT, or AWS Certified Solutions Architect, are a plus.
Language Requirements:
Excellent written and verbal communication skills are essential.
