IT Support Analyst N1 – Monitoring and Observability
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Job Description
Support Analyst for IT monitoring focused on observability during midnight shift. Ensuring operational support between teams for critical infrastructure in a technology company.
Responsibilities:
- Support two distinct operations teams during the night shift, ensuring coverage, responsiveness and agility in incident handling.
- Monitor critical, high-availability environments using leading observability tools (Zabbix, Grafana, Dynatrace, Datadog or New Relic).
- Quickly identify, triage and respond to infrastructure alerts, ensuring correct routing and escalation of incidents.
- Perform basic technical analysis on Windows and Linux servers (via remote access, error log analysis, service status checks and hardware performance monitoring).
- Log, categorize and track the lifecycle of technical tickets using recognized ITSM tools (such as Jira, GLPI or ServiceNow).
- Support teams during critical moments by actively participating in incident war rooms and providing real-time status updates.
- Maintain and update technical procedure documentation (runbooks) and propose improvements to monitoring processes.
Requirements:
- Hands-on experience with at least one observability tool (Zabbix, Grafana, Dynatrace, Datadog or New Relic).
- Basic troubleshooting knowledge of Windows and Linux operating systems (services, log analysis, network connectivity and performance).
- Previous experience with ITSM tools for opening, routing and tracking tickets.
- Excellent communication, flexibility to work across different teams, collaborative mindset and a strong sense of urgency when handling incidents.
- Technologist degree or University degree in Information Technology (completed or in progress).
Benefits:
- Working hours: Night shift, from 22:00 to 06:00.
- Employment type: Contractor (PJ).
- Workplace: Remote.
- Well-being platform: Access to the Wellhub (Gympass) program for physical and mental health.
- Insurance: National life insurance coverage.
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