Operations Support Analyst

Responsibilities
Monitoring and Incident Management (1st Level fix, Notification and Escalation) of the Production Environment
Monitoring of the Systems, Networks and Applications within the production environment
Diagnose and fix (based on run-book and knowledge) Incidents which are raised through Monitoring Tools, or via the Production Conference Bridge
Work with other teams to add additional run-books and maintain existing run-books
Assisting in the investigation and/or the resolution of problems that caused Incidents, in scope of the responsibilities
Follow the handover process documented to bring the next shift up to speed and highlight priority items or issues
 
Knowledge and Experience
University degree or applicable experience within IT systems support and/or operational support of applications, databases within a Windows environment
Working knowledge of networking: specifically TCP and UDP
Willingness to work shifts as the company requires, and to be contacted after hours to help resolve issues where required. Candidates must be able to work weekends and holidays
Strong business English – verbal and written communication skills
Logical approach, critical thinking and analytical problem-solving skills with an ability to identify the root cause(s) of a problem
Works as a team player – able to interface / liaise effectively with a variety of IT and non IT contributors and personalities across the organization
Ability to be organized and decisive while under pressure, when managing urgent and critical production issues when they occur
Excellent time management skills – A structured and organized approach to work, knows how to manage priorities and able to multi-task