Analyst

• Monitor dashboards and observability tools, identifying failures and real-time alerts.
• Ensure incidents are viewed, classified, and quickly routed to the responsible team.
• Track critical incidents (P1 and P2), ensuring prompt handling within SLA timelines.
• Alert technicians and accurately record information in ITSM tools.
• Monitor connectivity incidents, contact carriers/operators, and validate service restoration.
• Prepare and send maintenance and service update communications.
• Identify and manage crises, coordinating teams and communications throughout the process.
• Oversee the complete change lifecycle, from planning through final review.

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