IT Infrastructure Operations Analyst

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