IOC Analyst (IT Support)

Job Purpose:As an IOC Analyst, you will play a crucial role in the Integrated Operations Center, overseeingthe real-time IT operations of our organization. You will monitor various systems andprocesses, identify and analyze issues, and coordinate responses to ensure operationalcontinuity and efficiency. Your expertise will be pivotal in minimizing downtime andmaximizing productivity across departments. This is a shift position that requires flexibility towork at different hours, including nights, weekends, and holidays, to support 24/7 IToperations.Responsibilities:• Providing first-line support to both internal staff and end users encountering IT serviceand website-related issues.• Carry out regular maintenance and administrative duties for infrastructure systems,including applying IT changes, managing user accounts, and providing ad-hoc support toend users.• Monitor real-time monitoring dashboards and alerts to identify and analyze IT operationalissues.• Handling incidents and coordinating with relevant departments to resolve issuespromptly.• Track and document all incidents, including cause, response, and resolution, in theincident management system.• Communicate effectively with stakeholders across the organization to provide updates onincidents and operational status.• Perform delegated releases/deployments/hotfixes, working closely with DevOps anddevelopers to triage any issues during the release process.• Participate in post-mortem reviews to identify lessons learned and opportunities forimprovement.• Collaborate with other teams to implement IT operational improvements based on dataanalysis and incident trends.• All other duties/tasks as assigned.