Support Analyst

Description

Job Summary: A professional responsible for monitoring systems, analyzing and resolving Level 1 incidents, and ensuring service availability and performance. Key Highlights: 1. System monitoring and analysis 2. First-level incident response and resolution (Level 1) 3. SLA communication and tracking **Job Responsibilities:** * Monitor servers, applications, databases, networks, and critical services. * Monitor dashboards and monitoring tools to identify alerts and anomalies. * Provide first-level incident response and analysis (Level 1 or NOC). * Log, classify, and escalate tickets to specialized teams when necessary. * Perform initial diagnostic procedures to identify potential root causes of failures. * Track incident resolution and ensure SLA compliance. * Escalate critical issues according to company procedures. * Monitor automated routines, backups, integrations, and scheduled processes. * Prepare reports on availability, performance, and incidents. * Update operational documentation and support procedures. * Participate in preventive actions to reduce downtime and recurrence of failures. * Validate service normalization following corrections or maintenance activities. * Communicate service outages and incident status to internal or external customers. **Requirements:** * Problem analysis and resolution skills. * Basic knowledge of networking, operating systems, and databases. * Strong communication skills for incident handling. * Organizational skills and attention to detail. **Preferred Qualifications:** * Practical knowledge and experience with Zabbix, Grafana, n8n, and other infrastructure and service monitoring and automation tools. Benefits: * Dental insurance * Commercial partnerships and discounts * Profit-sharing program * Life insurance * Meal allowance * Food allowance * Transportation allowance Work Location: On-site