Infrastructure and Operations Analyst (Support Analyst 2 - Hybrid)

Specific Responsibilities: Provide IT Operational Support to the Business and monitoring the Infrastructure and Services 1. Monitor client systems through various tools 2. Communicate by email, phone, and messaging solutions 3. Manage support request cases/tickets through various ITSM solutions 4. Administer systems, servers and networks 5. Document processes to develop or update 6. Administrative tasks in producing reports and presenting to the team 7. Participate in company events held periodically Infrastructure and operations equipment and resources can be with the client or a provider of the client or the partner. The tools and methods to be used will depend on the client or the partner. Responsibilities:  - Liaising with 3rd Line Teams and Suppliers to ensure Incident Resolution and Service Recovery - Providing expert Second Line Support, Incident and Problem management and resolution within defined Service Level Agreements - Monitor client systems using various technologies employed by the client - Analyze alerts received from client monitoring systems to ensure swift and efficient handling - Communicate using voice, email, messages, and business channels (IM apps)- Escalate complex issues to higher-level support teams when necessary. - Manage request tickets remotely through software or app selected by the client/partner and review Level 1 handled cases. - Process approved change requests - Check document collected information from tickets to aid further analysis to prevent recurrence when possible - Ensure shift reports, periodic team reports are correct, and present them - 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.