Analyst - Technology Operations Center

Key Skills:

Roles and Responsibilities:

• Monitor network, systems, and operational support platforms to identify service-impacting events and infrastructure alerts.
• Perform first-level remote troubleshooting of network devices and infrastructure components to isolate and resolve operational issues.
• Manage incidents and high-priority tickets, applying approved runbooks and escalating complex problems to the appropriate engineering teams.
• Coordinate with ISPs, technology vendors, onshore teams, and internal support groups to restore services within required timelines.
• Maintain accurate operational records, support documentation, and knowledge base content related to recurring incidents and resolution procedures.

Skills Required:

• 2 - 4 years of experience in network operations, infrastructure operations, or a technology operations center.
• Hands-on experience in network engineering or network operations center support within a 24x7 technology operations environment.
• Working knowledge of network L1 troubleshooting, infrastructure monitoring, and operational incident management.
• Familiarity with Windows/Linux environments, DNS, Active Directory, and IIS.
• Experience using monitoring and ticketing platforms such as Nagios, SCOM, SolarWinds, Splunk, AppDynamics, BMC Patrol, ServiceNow, or Jira.

Good to Have:

• Experience with infrastructure management practices and ITIL-based incident and problem management.

Education: