IOC Analyst (IT Support)

Job Purpose:As an IOC Analyst, you will play a crucial role in the Integrated Operations Center, overseeing the real-time IT operations of our organization. You will monitor various systems and processes, identify and analyze issues, and coordinate responses to ensure operational continuity and efficiency. Your expertise will be pivotal in minimizing downtime and maximizing productivity across departments. This is a shift position that requires flexibility to work at different hours, including nights, weekends, and holidays, to support 24/7 IT operations.Responsibilities:• Providing first-line support to both internal staff and end users encountering IT service and 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 to end users.• Monitor real-time monitoring dashboards and alerts to identify and analyze IT operational issues.• Handling incidents and coordinating with relevant departments to resolve issues promptly.• Track and document all incidents, including cause, response, and resolution, in the incident management system.• Communicate effectively with stakeholders across the organization to provide updates on incidents and operational status.• Perform delegated releases/deployments/hotfixes, working closely with DevOps and developers to triage any issues during the release process.• Participate in post-mortem reviews to identify lessons learned and opportunities for improvement.• Collaborate with other teams to implement IT operational improvements based on data analysis and incident trends.• All other duties/tasks as assigned.