IT OPERATIONS ANALYST
JOB SUMMARY
The IT Operations Analyst monitors and supports daily IT operations, analyzes system performance, and helps ensure reliable and efficient technology services.
KEY RESPONSIBILITIES
1. IT Operations
- Monitor IT systems, applications, and infrastructure performance.
- Identify and report operational issues and service disruptions.
2. Incident Management
- Investigate and resolve IT incidents or escalate them appropriately.
- Track support requests and maintain accurate incident records.
3. Performance & Reporting
- Analyze IT operational data and identify improvement opportunities.
- Prepare reports on system performance, incidents, and service levels.
4. Process Improvement
- Support IT maintenance, upgrades, and operational projects.
- Help improve IT processes, procedures, and documentation.
KEY PERFORMANCE INDICATORS (KPIs)
- System availability and performance.
- Incident response and resolution times.
- Accuracy of IT operational reports.
- Successful completion of IT tasks and projects.
- Process improvement outcomes.
QUALIFICATIONS
- Bachelor’s degree in IT, Computer Science, or related field.
- 2–4 years of IT operations or technical support experience.
- Knowledge of IT systems, monitoring tools, and incident management.
- Strong analytical, organizational, and problem-solving skills.
ROLE EXPECTATIONS
- Monitor IT operations proactively.
- Resolve and escalate issues efficiently.
- Maintain accurate operational records.
- Support reliable and continuous IT service delivery.