Information Technology Operations Analyst

Job Overview: We are looking for a full-time, remote IT Operations Analyst to join our Managed Service Provider (MSP) team. In this role, you will be responsible for providing 24/7 monitoring and management of client server, network, and security systems. You will act as the first line of defense in detecting, troubleshooting, and resolving issues that affect system performance and security. This position involves working with multiple technologies, addressing technical incidents, performing routine maintenance tasks, and ensuring that client environments remain secure, optimized, and compliant with industry standards.

Location: Bengaluru, India (Remote)

Schedule:

- Monday to Friday - 40 hours per week - Day Shift - Night Shift - Weekend Availability*

Experience:

- Server: 2 years (Required) - Monitoring: 2 years (Required) - IT Support: 2 years (Required)

Key Responsibilities:

1. Server Operations & Management:

- Monitor Server Health: Continuously monitor the health and performance of client servers, both physical and virtual, including CPU, memory, disk space, and network utilization. - Patch Management: Manage and apply operating system and application patches in a timely manner to mitigate security vulnerabilities and ensure system stability. - Troubleshooting: Quickly diagnose and resolve issues related to server functionality, performance degradation, or hardware failures.

2. Network Operations & Management:

- Network Monitoring: Monitor client networks, including routers, switches, firewalls, and VPNs, ensuring optimal performance and minimal downtime. - Incident Response: Respond to network issues such as outages, slow performance, or security threats, applying appropriate mitigation strategies.

3. Security Operations & Incident Management:

- Security Monitoring: Use security tools (SIEM, IDS/IPS, endpoint security) to monitor security incidents such as malware, unauthorized access, or vulnerabilities. - Incident Detection & Response: Identify, investigate, and respond to security incidents, following established protocols to mitigate risks and minimize impact. - Patch & Vulnerability Management: Ensure timely security patching and remediation of vulnerabilities across client networks, servers, and endpoints.

4. Monitoring & Alert Management:

- Proactive Monitoring: Use monitoring tools to identify and address performance or security issues before they impact end users. - Alert Management: Manage and triage alerts, ensuring critical issues are resolved swiftly while non-critical items are handled within acceptable timeframes. - Escalation Procedures: Follow proper escalation procedures for incidents that cannot be resolved within the NOC/SOC team, ensuring issues are addressed by appropriate teams or management.

5. Documentation & Reporting:

- Incident Documentation: Accurately document all incidents, issues, and resolutions within the ticketing system for future reference and tracking. - Client Reporting: Generate regular reports on system performance, security status, and incident resolution for clients, providing recommendations for improvements or optimizations. - Knowledge Base Maintenance: Contribute to the knowledge base by documenting common issues, troubleshooting steps, and best practices to improve internal efficiency.

6. Service Continuity:

- Backup Monitoring: Ensure regular backups are being performed for client systems and that recovery procedures are tested and documented.

7. Client Collaboration & Support:

- Client Communication: Provide clear and timely updates to clients about system performance, incidents, and resolution status. - Collaboration with Internal Teams: Work closely with other MSP teams (e.g., support, engineering, security) to resolve complex issues and implement client solutions. - Proactive Recommendations: Suggest improvements to client systems and security posture, enhance performance, scalability, and protection.

Qualifications, Education, Certification Requirements:

- Associate's Degree in Computer Science, Information Technology, Cybersecurity, or a related field, or equivalent professional experience. - Relevant certifications such as: CompTIA Network+, CompTIA Security+, Microsoft Certified Solutions Associate (MCSA), or Certified Information Systems Security Professional (CISSP) are a plus. - Cloud certifications (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Administrator) are beneficial.

Experience:

- 2+ years of experience in a SOC/NOC, systems administration, or IT support role, preferably in a managed service provider (MSP) environment. - Experience with server management (Windows, Linux), network devices (firewalls, routers, switches), and security tools (SIEM, IDS/IPS, endpoint protection). - Hands-on experience with cloud services (AWS, Azure) and virtual environments (VMware, Hyper-V) is a plus.

Skills & Competencies:

- Technical Knowledge: Strong understanding of server management, network protocols (TCP/IP, DNS, DHCP), and security measures. - Security Awareness: Familiarity with security threats, vulnerabilities, and mitigation strategies. - Troubleshooting Skills: Ability to identify, analyze, and resolve complex technical issues quickly and effectively. - Analytical & Detail-Oriented: Strong analytical skills with a focus on accuracy and attention to detail. - Communication: Excellent communication skills, both verbal and written, to interact effectively with clients and internal teams. - Customer Service Orientation: Strong client-facing skills, providing timely updates and ensuring high level of customer satisfaction. - Time Management: Ability to handle multiple priorities and manage time efficiently in a fast-paced environment.

Benefits:

- Paid sick time - Paid time off - Provident Fund - Work from home

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