Provide first-line support for incident and service request tickets;
Understand client and operations needs and work with involved teams to drive continuous improvements in stability and delivery quality for the client;
Ensure that backlogs for queues and projects are correctly prioritized and completed on schedule, and validate deliverables;
Identify and track critical operational issues together with IT towers, engaging teams to seek fast and efficient solutions to prevent incident openings and resolve root causes;
Monitor problem resolution analyses;
Track incident recurrence rates for tickets.

Bachelor's degree required;
Knowledge of Cloud Computing platforms (GCP, AWS, or Azure);
Experience with Linux/Red Hat;
Knowledge of customer support workflows and strategies;
Advanced proficiency with collaboration tools;
Experience providing remote user support;
Creation and management of knowledge bases for Service Desk and Field Support teams;
Experience working with multidisciplinary teams.

Junior Infrastructure Analyst

Key skills