Infrastructure And Operations Analyst

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 firstlevel contact to clients by manning virtual phones to receive calledin requests

Input the calledin 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 inscope 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

Remote Work :

No