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Operations Support Analyst

19000487 Requisition #
Job Purpose

Operations Support Analyst is responsible for documentation, managing, promptly analyzing and escalating or solving problems inside the company’s hosted-services production environment. This is a full-time position that requires shift work (day and night) from Sunday 23.00pm until Friday night at 2.00am. 

  • 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

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