Job Details

Role: IT Infrastructure Operations Analyst

Location: Remote
Duration: 6 months

Roles and responsibilities:
• 1-4 years of experience in managing, supporting and deploying IT services infrastructures
• Basic Knowledge of network, LAN, WAN, Switching, routing, DNS, DHCP, and Load Balancers
• Able to work on different monitoring and alerting tools,
• Monitoring and responding to alerts and take appropriate action based on the SOP
• Create, update, and review the SOP for the known/ new issues
• Patch management and firmware upgrade support
• Conduct an initial troubleshooting and passing the incident to L2 teams
• Documentation and reporting the issues
• Ability to diagnose server or network alerts, events or issues
• Participating in major incident calls and following the escalation procedure in case of any infrastructure issues.
• Coordination and management with 3rd party, OEM and Telco
• Taking care of the production change ticket during the off-business hours or as per schedule.
• Knowledge of ITIL procedures and processes
• Ability to work a flexible (24*7) schedule
• Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision
• Good oral and written communication skills, and ability to address conflict with others constructively
• Comprehensive knowledge of ITSM helpdesk ticketing apps, ServiceNow