Infrastructure and Operations Analyst (Support Analyst 1 - Hybrid)

Specific Responsibilities:
- Remotely monitor infrastructure and operations computing and networking systems hosted by the client or a service provider adhering to all agreed Service Level Agreements, IT policies and procedures.

- Proactive monitoring of IT Infrastructure and Services with appropriate remedial actions or escalation to ensure mitigation of fault.

- Provide first-level contact to clients by manning virtual phones to receive called-in requests

- Input the called-in request details into the ITSM environment and assign them properly

- Manage request tickets remotely through the ITSM environment or app selected by the client/partner

o Ensure prioritization is strictly observed

o Attend to the support requests; Escalate when necessary

o Monitor all requests cases / tickets (especially those pending closure) and update as necessary

o Fill out any reporting requirements

- Document collected information from tickets to aid further analysis to prevent recurrence, when possible, there will be methods to manage the documentation and reports.

- Fill up and submit shift reports, create periodic team reports and present them

- Overseeing deployments, software releases and patches into live environments to ensure service uptime and continual improvement

- Regular review and constant improvement of Monitoring Systems to ensure they are in-scope, identify risks and improve efficiency

- Participate in company activities designed to achieve and further the goals, mission, and vision of the company. This may be in the form of and not limited to administrative meetings, training, process improvement, employee development, and approved activities beyond this scope.

Non- negotiables: 
- Knowledge in LINUX > BASH Scripting

- 10mbps connection