Infrastructure and Operations Analyst L1

Remotely monitor infrastructure and operations computing and networking systems hosted by the client or a service provider adhering to all agreed Service Level Agreements, IT policies and procedures

Infrastructure and Operations Analyst L1 Pasig City.

Hybrid Set-up and Nightshift

Job Description:

• Proactive monitoring of IT Infrastructure and Services with appropriate remedial actions or escalation to ensure mitigation of fault.

Provide first-level contact to clients by manning virtual phones to receive called-in requests

• Input the called-in request details into the ITSM environment and assign them properly

Manage request tickets remotely through the ITSM environment or app selected by the client/partner

• Ensure prioritization is strictly observed

Attend to the support requests; Escalate when necessary

• Monitor all requests cases / tickets (especially those pending closure) and update as necessary

Fill out any reporting requirements

• Document collected information from tickets to aid further analysis to prevent recurrence when possible there will be methods to manage the documentation and reports

Fill up and submit shift reports, create periodic team reports and present them

• Overseeing deployments, software releases and patches into live environments to ensure service uptime and continual improvement

Regular review and constant improvement of Monitoring Systems to ensure they are in-scope, identify risks and improve efficiency

• 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.

Job Qualifications:

Operating System

• Proficiency in Operating Systems - familiarity with Microsoft and Linux environments

ITSM Tools

• Experience or familiarity with ServiceNow, Salesforce, Vivantio, Atlassian JIRA, BMC and similar solutions, Network Fundamentals and supporting on Premise Hardware as well as Virtual server environments such as Proxmox.

Productivity and systems technologies

• Experience and basic knowledge of working with Unix and Windows Servers, familiarity with Google Workspace, Microsoft 365, Active Directory, Azure, SQL Server, Power BI, Dynamics 365

Communications

• Experience or familiarity with Vonage NVM, 3CX Phone System, Google Voice, GoTo connect, Microsoft Teams, Mobile Chat apps and similar online communications channels

Systems administration and monitoring

• Familiarity with Cisco Meraki, Paessler PRTG, SolarWinds, Zabbix, Nagios, Spiceworks, Datadog Infra monitoring and similar solutions

Business continuity

• Familiarity with Veeam Backup & Replication, DELL Data Protection Suite, druva Data Resiliency, Veritas NetBackup, Acronis, Microsoft Azure Backup and similar solutions

Cloud solutions

• Familiarity with IaaS, PaaS, SaaS environments through the following: AWS, Google App Engine, Heroku, Microsoft O365, SalesForce and similar technology solutions

Virtualisation

• VMware Cloud, Intel VT, Microsoft Hyper-V, vSphere, vCenter Server, VDI and similar virtualisation technologies

Job Type: Full-time

Pay: Up to Php30,

• 00 per month
  
  Benefits:
• Health insurance

Work from home
Schedule:

• Night shift

Supplemental Pay:

• 13th month salary

Education:

Bachelor's (Preferred)