Job Title: IT Support & Infrastructure Operations Analyst

Job Overview:

We are looking for a detail-oriented IT professional to join our infrastructure operations team. The ideal candidate will have hands-on experience in IT support, incident management, and network monitoring, with a strong commitment to ensuring system uptime and service continuity.

Key Responsibilities:

• Monitor IT infrastructure (servers, network devices) using enterprise tools.
• Log, track, and manage incidents and service requests to ensure timely resolution.
• Liaise with internal teams and external vendors for issue escalation.
• Maintain accurate documentation of IT processes, incident logs, and resolutions.
• Support compliance and audit efforts through regular reporting.
• Assist in routine maintenance, patching, and upgrades of IT systems.

Requirements:

• 4+ years of experience in IT support, helpdesk, or infrastructure monitoring roles.
• Familiarity with tools like SolarWinds, Splunk, SnapComms, or similar.
• Basic understanding of cloud platforms (Azure, AWS) is a plus.
• ITIL Foundation (v4) certification or experience in ITIL processes.
• Good communication and coordination skills.
• Ability to work in shifts or on-call when required.

Preferred Qualifications:

• Recognized with internal awards for service excellence or knowledge sharing.
• Exposure to hospitality or travel industry environments preferred.