IT Operations Analyst

The ideal candidate will monitor network and system alerts, manage incidents in ServiceNow, coordinate with technical support teams, and help ensure critical IT services remain available., * Monitor network, systems, applications, and infrastructure using monitoring tools.

• Review alerts, identify issues, and take appropriate initial action.
• Create, update, and manage incidents in ServiceNow.
• Escalate incidents to L2/L3 technical teams when required.
• Participate in incident/technical bridge calls during major outages.
• Coordinate with internal IT teams and vendors to resolve incidents.
• Provide timely updates and communication during service outages.
• Monitor critical applications, batch jobs, and scheduled processes.
• Verify startup and shutdown procedures for critical applications.
• Maintain and update Knowledge Base (KB) documentation and troubleshooting procedures.
• Follow established IT operations, incident management, and escalation procedures.
• Assist with change and vendor coordination when required.

• 3-5 years of experience in IT Operations, NOC, Service Operations, or a similar role.
• Experience with incident management and IT service management.
• Hands-on experience with ServiceNow or a similar ITSM platform.
• Experience monitoring network, systems, applications, or infrastructure alerts.
• Understanding of incident escalation and working with L2/L3 support teams.
• Good understanding of ITIL/ITSM processes.
• Strong communication and documentation skills.
• Ability to work in a fast-paced operations environment and respond to incidents in a timely manner.

Preferred Experience

• Experience participating in major incident or outage bridge calls.
• Experience with network/system monitoring tools.
• Knowledge of batch/job monitoring.
• Experience working with technology vendors.
• Experience maintaining Knowledge Base articles and operational procedures.