Job Overview

Monitors and troubleshoots application issues, performing root cause analysis and ensuring timely resolution of problems.

Job Requirements

• Coordinating with the vendors to resolve technical problems, monitoring the processes and procedures, and documenting them.
• Generating operational performance reports, analysis to improve IT service request and incident management processes, and suggesting improvements.
• Monitoring the scheduled programs, taking necessary actions against abnormal program terminations, and escalating complex issues to appropriate technical teams.
• Developing plans, schedules, and requirements for the installation, supporting the maintenance of software and reporting recurring problems, and giving recommendations for procurement.

What your background should look like

We are seeking a motivated and proactive IT Operations Analyst II to join our team. This mid-level IT professional will be responsible for analyzing, designing, implementing, and supporting IT infrastructure solutions that optimize business operations and ensure the efficient performance of IT systems. The ideal candidate will combine strong technical expertise, analytical thinking, and excellent communication skills to support organizational objectives and drive continuous improvement.

Key Responsibilities:

-Analyze, troubleshoot, and optimize IT standard systems to ensure reliability, performance, and operational efficiency.
-Design, implement, and maintain IT infrastructure solutions in collaboration with TEIS teams and towers.
-Research, evaluate, and recommend emerging technologies, considering security, compliance, compatibility, cost, and business value.
-Provide technical support and guidance to end users and support infrastructure needs for BIMIT solutions following the established BIMIT Framework.
-Communicate technical concepts and recommendations effectively to both technical and non-technical stakeholders, including senior leadership.
-Document system configurations, procedures, processes, and troubleshooting activities to ensure knowledge retention and operational consistency.
-Support IT security initiatives, ensure compliance with TEIS policies (TEC-06-88 Global Information Technology Policy), and participate in internal and external audits.
-Maintain accurate IT asset inventory and support lifecycle management activities.

Qualifications & Skills

Technical Competencies:

-Solid knowledge of hardware, software, networking, databases, and operating systems.
-Strong analytical and troubleshooting skills with the ability to identify root causes and implement effective solutions.
-Experience supporting and improving IT infrastructure and enterprise systems.
-Basic project management skills, including planning, execution, monitoring, and stakeholder coordination.

Professional Skills:

-Excellent verbal and written communication skills.
-Strong problem-solving and critical-thinking abilities.
-Ability to work independently while managing multiple priorities.
-Collaborative mindset with the ability to work effectively across functional teams and departments.
-Adaptability and flexibility in dynamic environments.
-Commitment to knowledge sharing and continuous improvement.

Education:

-Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
-Equivalent combination of education and relevant experience will be considered.

Experience:

-2–4 years of experience in IT-related roles such as Technical Support, Systems Administration, IT Operations, Infrastructure Support, or Business Analysis.

Language Requirements:

-Advanced English proficiency (written and verbal).
-Success Factors
-High level of autonomy and initiative.
-Strong critical-thinking and decision-making skills.
-Effective cross-functional collaboration.
-Excellent time management and prioritization abilities.
-Adaptability to changing business and technology environments.
-Willingness to contribute to team growth through knowledge sharing and mentoring.

Competencies