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