Key Responsibilities
- Analyze business and technical requirements and translate them into IT solutions.
- Monitor and support IT applications, systems, and infrastructure.
- Troubleshoot and resolve hardware, software, network, and application-related issues.
- Perform root-cause analysis and implement corrective and preventive solutions.
- Gather, analyze, and document business and system requirements.
- Prepare technical documentation, process flows, and system specifications.
- Monitor system performance, availability, and security.
- Coordinate with developers, infrastructure teams, vendors, and business users to resolve issues.
- Perform application testing, system validation, and support user acceptance testing (UAT).
- Manage and track incidents, service requests, and problems using IT service management tools.
- Identify opportunities to improve IT processes, system efficiency, and automation.
- Prepare reports, dashboards, and IT performance metrics.
- Support IT projects, system upgrades, migrations, and implementations.
- Ensure compliance with organizational IT policies, procedures, and security standards.
Required Skills
- Strong understanding of IT systems, applications, and infrastructure.
- Good analytical, troubleshooting, and problem-solving skills.
- Knowledge of SQL and databases.
- Familiarity with Windows/Linux operating systems.
- Understanding of networking concepts such as TCP/IP, DNS, DHCP, VPN, and LAN/WAN.
- Knowledge of ITIL and IT service management concepts.
- Experience with ticketing/service-management tools such as ServiceNow, Jira, or similar platforms.
- Good documentation and communication skills.
- Ability to work effectively with technical and non-technical stakeholders.
Preferred Skills
- Experience with PowerShell or Python scripting.
- Knowledge of cloud platforms such as AWS, Microsoft Azure, or Google Cloud.
- Familiarity with monitoring and logging tools.
- Knowledge of cybersecurity fundamentals.
- Experience with Power BI or other reporting/visualization tools.
- Understanding of APIs, integrations, and enterprise applications.
- Experience with incident, problem, and change management processes.