Security Operations Analyst
CloudFactory
CloudITSM
Job Level
Junior
Tech Stack
CloudIoT
About the role
- Monitor, triage, and resolve incoming support tickets across multiple connected systems.
- Follow documented workflows and suggest updates to improve ticket handling and escalation instructions.
- Escalate incidents to higher-tier support, engineering, or field services as required, ensuring accurate documentation.
- Manage and resolve support tickets within SLA requirements across different customers and ticket types.
- Prioritize incidents based on severity, customer impact, and SLA commitments.
- Assist in reporting SLA performance to management and recommend improvements.
- Monitor system alerts, dashboards, and reports to proactively identify potential issues.
- Document root cause details following incident resolution.
- Provide daily operational updates to the NOC Manager.
- Collaborate with internal and external teams while working remotely to provide consistent, reliable coverage.
Requirements
- 1–3 years of experience in a Network Operations Center, IT support, or service desk role.
- Familiarity with ticketing workflows and escalation procedures.
- Good English reading and writing skills (clear communication required).
- Strong organizational skills with the ability to manage multiple tickets and priorities.
- Ability to work independently and remotely while following established procedures.
- Preferred: English fluency (spoken and written).
- Preferred: Experience with Zendesk Support, Zendesk Knowledge Base, and Zendesk Explore.
- Preferred: Ability to create reports and dashboards to measure SLA KPIs in Zendesk.
- Preferred: Familiarity with Salesforce Service Cloud, especially Salesforce–Zendesk integration.
- Preferred: Exposure to network infrastructure, surveillance systems, or connected IoT environments.
