IT Operations Analyst

Job Overview :

We are seeking a highly motivated and skilled IT Operations Analyst (L2 Support) to join our team and work on a critical project for our globally recognized consulting client. In this role, you will be responsible for providing technical support and operational expertise for their IT infrastructure and applications, with a strong focus on utilizing and managing EMS (Event Management Systems) tools. You will play a key role in proactively monitoring systems, identifying and resolving incidents, performing root cause analysis, and

contributing to the overall stability and efficiency of their IT :

• Act as the second level of escalation for IT incidents, providing timely and effective technical support to resolve complex issues related to infrastructure, applications, and EMS tools.
• Analyze, diagnose, and troubleshoot incidents, aiming for first-time resolution whenever possible.
• Escalate incidents to L3 support or relevant teams when necessary, providing detailed information and context.
• Track and manage incidents through their lifecycle, ensuring timely updates and closure according to SLAs.
• Utilize and manage EMS tools (SolarWinds, Nagios, Splunk, Dynatrace, SCOM) to proactively monitor the health and performance of IT infrastructure, applications, and services.
• Configure and maintain monitoring rules, alerts, and dashboards within the EMS tools.
• Identify and analyze events, correlate them to potential incidents, and take proactive steps to prevent disruptions.
• Respond to alerts and notifications from EMS tools in a timely and efficient manner.
• Participate in root cause analysis (RCA) for recurring or critical incidents, identifying underlying issues and contributing to the development of permanent solutions.
• Implement and track corrective and preventive actions to minimize future incidents.
• Contribute to the knowledge base by documenting known issues, troubleshooting steps, and resolutions.
• Participate in the change management process by reviewing change requests, assessing potential impact, and providing technical input.
• Assist in the implementation and rollback of changes as required.
• Fulfill service requests related to IT operations, adhering to established procedures and SLAs.
• Create and maintain accurate and up-to-date documentation, including incident reports, troubleshooting guides, operational procedures, and knowledge base articles.
• Generate regular reports on system health, incident trends, and performance metrics using EMS tools and other reporting mechanisms.
• Collaborate effectively with other IT teams (L1 support, L3 support, development, networking, security) to resolve incidents and address operational issues.
• Communicate clearly and concisely with end-users and stakeholders regarding incident status, resolution progress, and planned maintenance activities.
• Identify opportunities for process improvement and automation within IT operations.
• Contribute to the development and implementation of automation scripts and tools to streamline routine tasks.
• Stay updated with the latest trends and best practices in IT operations and EMS Skills & Experience :
• Mandatory : 3- 6 years of hands-on experience in IT Operations, providing L2 support for enterprise-level IT infrastructure and applications.
• Mandatory : Proven experience in utilizing and managing at least one or more enterprise-grade EMS (Event Management Systems) tools such as :

1. SolarWinds

2. Nagios

3. Splunk

4. Dynatrace

5. SCOM (System Center Operations Manager)

6. Other similar tools

ref : hirist.tech)