Technology Center Operations Analyst

Role Overview

• Act as the first line of defense and support for business technology incidents.
• Perform initial incident triage, accurately documenting issues, behaviors, and error messages.
• Execute predefined response playbooks for common scenarios.
• Escalate incidents appropriately based on severity and business impact.
• Accurately identify hardware faults and performance issues.
• Use appropriate tools and diagnostic methods to troubleshoot problems.
• Deliver timely and effective resolutions.
• Correctly classify incidents and fulfillment requests (e.g., license or permission assignments).
• Collaborate with relevant teams to drive resolution in line with policies and regulations.
• Maintain a general understanding of the company’s network architecture to support troubleshooting.
• Provision and manage user accounts in Active Directory and Microsoft Entra ID (Joiner, Mover, Leaver processes).
• Follow ITIL best practices using ITSM platforms (e.g., ServiceNow).
• Adhere strictly to password reset procedures and resist social engineering attempts.
• Continuously monitor systems and alerts to prevent incident escalation.
• Identify and propose process improvement initiatives.
• Maintain accurate and detailed documentation in ITSM tools to support seamless handovers and global trend analysis.

Requirements

• Initial triage, alert validation, and accurate execution of predefined response playbooks.
• Hands-on experience with IT Service Management platforms (e.g., ServiceNow, ManageEngine).
• Excellent interpersonal skills with the ability to communicate clearly and build positive relationships with colleagues and end users.
• Ability to work independently, prioritize tasks effectively, and recognize when to seek support to maintain high-quality outcomes.
• Proactive team player, willing to support colleagues and contribute to shared objectives.
• Two years of experience professionally resolving end-user technical issues.
• Experience collaborating with multiple technical teams to resolve incidents and ensure smooth handovers.
• Familiarity with SIEM platforms (e.g., Splunk, Microsoft Sentinel), log analysis, and event correlation.
• Knowledge of common cyber threats, indicators of compromise (IOCs), and security best practices.
• Experience with Microsoft 365 administration centres (e.g., Exchange Online, SharePoint, Teams) and associated tools.
• Familiarity with Microsoft Windows operating systems (e.g., Windows 11), including configuration, troubleshooting, and performance optimization.
• Ability to systematically diagnose and resolve technical faults using structured problem-solving techniques to identify root causes and implement effective solutions.
• Basic understanding of cybersecurity principles, common threats, and secure operational best practices.
• Higher education or secondary education qualification.
• ITIL Foundation certification (preferred).

Tech Stack

• Cyber Security
• ITSM
• ServiceNow
• Splunk

Benefits

• This role offers you the chance to work in a friendly, diverse and international environment, along with colleagues who will share your passion for innovation, agile-working and growth. You will also be able to develop your skills within the exciting and challenging market of Reverse Logistics!
• Hybrid working environment
• Training and development to keep you in touch with the latest technologies and the opportunities to apply your learning.
• We offer a competitive salary alongside other benefits*
• Our office is easily accessible located near the city center of Bucharest, and designed to make you feel at home
• 21 working days of annual leave, plus 2 additional days allowed for participation in volunteering programs, and 1 extra day off for your birthday
• Meal vouchers: 40 RON per working day (taxed according to current legislation)
• Private medical subscription at Regina Maria.