Monitoring Agent Infra & Apps Jr
- Hiring from
- Colombia, Costa Rica, India
- Work type
- Hybrid
- Posted
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Requirements
· Required – Technical Skills
· Working knowledge of monitoring OpsRamp system
· Experience with incidents with ServiceNow
· Knowledge of Microsoft Office 365
· Basic knowledge of Windows operating systems
· Basic knowledge of Unix/Linux operating systems
· Basic understanding of SQL structures
· Basic knowledge of network infrastructure
· Basic knowledge of cloud concepts
· Basic knowledge of security concepts
· Understanding of Incident Management processes
· Ability to analyze monitoring alerts and operational events
· Required – Soft Skills
· Process-oriented mindset
· Teamwork and collaboration
· Customer service orientation
· Communication skills
· Analytical thinking
· Problem-solving skills
· Creativity
· Root Cause Analysis mindset
· Willingness to learn
· Adaptability
Nice to Have (Technical Skills)
· Knowledge of Information Management practices
· Experience supporting monitoring or operations environments
· Decision-making skills in operational environments
· Additional technical knowledge in infrastructure technologies
Responsibilities (Activities to perform)
· Analyze and manage monitoring alerts
· Perform basic troubleshooting activities
· Execute correlation and trend analysis
· Manage and escalate incidents when required
· Support incident management processes
· Maintain and update knowledge base articles
· Track and report operational metrics
· Monitor services and infrastructure availability
· Fulfill service requests within defined procedures
· Participate in Sev1 and Sev2 conference calls
· Coordinate with specialized support teams for issue resolution
· Contribute to process improvement initiatives
· Ensure compliance with operational procedures and service levels
Required Languages
· English: Advanced
Additional Information
· Location
· Bogotá and surroundings (Hybrid), Rest of Colombia (Remote)
· Special Conditions
· 24x7 shift-based operation
· High interaction with technical support teams
· Participation in incident response activities
· Focus on service availability and operational continuity
· Continuous learning and process improvement environment
