Information Technology Support Analyst

Job PurposeTo ensure the seamless and continuous operation of the bank's IT systems and network infrastructure by providing proactive monitoring, initial diagnosis, and timely resolution or escalation of incidents within a mission-critical 24/7 environment.Key ResponsibilitiesNetwork and Systems Monitoring: Perform real-time monitoring of network infrastructure, system platforms (Mainframe, UNIX, Windows, etc.), and banking services (e.g., ATM services) using enterprise monitoring tools.Incident Management: Promptly identify, log, prioritize, and manage IT incidents and problems reported via monitoring alerts or user calls/emails, ensuring adherence to Service Level Agreements (SLAs).First-Level Support & Diagnosis: Conduct initial troubleshooting and problem determination for system, batch, and basic network issues (LAN/WAN/Wi-Fi/VPN), applying standard operating procedures (SOPs) and runbooks to resolve them where possible.Escalation and Coordination: Escalate complex or unresolved issues to the appropriate second-level or third-level support teams (e.g., L2/L3 Network Engineers, Application Support, vendors) and track the incidents to resolution.Change and Batch Operations: Track and manage scheduled batch jobs, ensuring timely execution and resolution of job failures. Support the implementation of network and system changes under guidance from senior engineers, following established change management processes.Documentation and Reporting: Maintain detailed and accurate documentation of troubleshooting steps, incident logs, resolutions, and known errors. Assist in generating performance and status reports for management.Operational Efficiency: Contribute to the development and upkeep of the team's knowledge base and assist the Operations Manager in enhancing operational processes and procedures.Job RequirementsExperience: 1 to 2 years of work experience in an IT support or operations role, preferably within a Network Operations Center (NOC) or similar mission-critical environment, ideally within the banking/finance industry.Technical Skills:Basic understanding of networking, operating systems (Windows/Linux/UNIX), and IT infrastructure principles.Familiarity with network monitoring and management tools.Proficiency in Microsoft Office Suite applications.Soft Skills:Strong attention to detail, analytical, and problem-solving skills.Excellent communication (written and verbal) and interpersonal skills to collaborate with various teams and stakeholders.Ability to work under pressure, manage multiple tasks, and thrive in a fast-paced, 24/7 shift-based working environment.A team player who is self-motivated and goal-oriented.Education: A diploma or degree in Information Technology, Computer Science, Engineering, or a related field is typically required.Certifications: ITIL certification or working knowledge of ITIL methodology (Incident, Change, Problem Management) is an advantage.