IT OPERATIONS ANALYST II

The IT Operations Analyst II role is responsible for identifying, analyzing, and resolving recurring incidents within the IT environment, ensuring long-term stability and continuous improvement of IT services. The role involves working with technical teams to conduct root cause analysis and coordinating efforts across teams to drive problem resolution. The ideal candidate will have a strong understanding of ITIL 4 framework and experience in root cause analysis techniques.

Requirements

• Strong understanding of ITIL 4 framework, with a focus on Problem, Incident, Knowledge and Change Management.
• Proficiency in IT service management (ITSM) tools such as ServiceNow.
• Knowledge of IT infrastructure components (e.g., networks, servers, cloud services, applications, databases).
• Experience in root cause analysis (RCA) techniques and problem-solving frameworks.
• Excellent analytical and critical-thinking abilities to assess complex IT issues.
• Strong communication and facilitation skills to work with diverse teams and stakeholders.
• Leadership skills to influence and drive resolution across multiple departments.
• Conflict resolution and negotiation skills to align different interests and priorities.

Benefits

• Unlimited contract opportunity
• Pleasant working environment fostering teamwork
• Open and dynamic company culture
• Extensive training initiatives and growth opportunities
• Competitive salary package
• Comprehensive benefits including Group insurance, Hospitalization insurance, Meal vouchers etc.