IT Operations & Monitoring Analyst

This is a hands-on monitoring and production support role focused on monitoring systems and applications, responding to alerts, performing initial troubleshooting, documenting incidents, configuring monitoring functions, and assisting with process automation. The analyst will resolve issues within their scope and escalate more complex technical problems to senior technical resources when necessary., * Monitor enterprise systems, networks, applications, hosts, and services across production and quality assurance environments.

• Conduct application and infrastructure availability checks and communicate system status.
• Monitor system performance, alerts, tickets, logs, and other operational indicators to identify potential issues.
• Configure monitoring tools, including notifications for alerts, tickets, and logs.
• Respond to monitoring alerts and perform initial troubleshooting of system, application, and infrastructure issues.
• Take appropriate action to resolve basic issues and escalate more complex problems to higher-level technical resources.
• Open, update, document, and close incident reports according to established procedures.
• Assist with investigating incidents and resolving underlying problems within the scope of the role.
• Assist with writing scripts or using software tools to automate repetitive operational processes.
• Maintain monitoring documentation, standard operating procedures, and other technical support documentation.
• Follow established handoff procedures to communicate outstanding incidents, priority items, and important system issues.
• Communicate clearly with IT personnel and business users regarding system availability, incidents, and operational issues.

• Bachelor’s degree in Business, Computer Information Systems, Engineering, or a related field, plus a minimum of 1 year of professional experience working with computer systems, or equivalent applicable education and experience.
• Solid understanding of basic computer software and hardware concepts.
• Experience or knowledge related to monitoring computer systems, applications, infrastructure, networks, hosts, or services.
• Understanding of system availability, alerts, logs, incidents, and operational monitoring concepts.
• Ability to recognize technical issues, perform initial troubleshooting, and determine when escalation to a more experienced technical resource is necessary.
• Ability to understand requirements and issues communicated by business users.
• Strong verbal, written, and face-to-face communication skills with the ability to communicate technical information clearly and concisely.
• Strong documentation skills and competency with Microsoft Word, Excel, Visio, and similar documentation tools.
• Ability to work effectively both independently and within a technical team environment.
• Strong interpersonal skills with the ability to develop productive working relationships with business users and IT personnel.
• Strong meeting facilitation skills.
• Ability to work onsite in Memphis five days per week, Monday through Friday from 9:00 AM to 5:00 PM.

Preferred Qualifications

• Experience in IT operations, production support, systems monitoring, application support, or a similar technical environment.
• Experience configuring or working with system monitoring and alerting tools.
• Experience with incident reporting or incident management processes.
• Exposure to scripting or software-based process automation.
• Experience creating or maintaining monitoring documentation, standard operating procedures, or other technical documentation.