Job Description
We are seeking a disciplined and process-driven IT Monitoring & Ticketing Support Specialist to support our operational environment.
This role is strictly focused on monitoring, ticket management, and process adherence It is not a technical engineering or analytics role.
The primary objective is to ensure consistent monitoring, accurate ticket handling, and strict adherence to defined runbooks and escalation procedures
Key Responsibilities
1. Monitoring (Zabbix)
- Monitor system alerts and events using Zabbix
- Identify and track incidents based on predefined triggers
- Ensure alerts are properly acknowledged and followed up
- Escalate issues according to defined procedures
2. Ticket Management (Jira / JSM)
- Manage ticket intake, triage, and classification
- Ensure tickets are:Logged correctlyCategorized accuratelyUpdated consistently
- Track tickets through the full lifecycle:Open → In Progress → Escalated → Resolved → Closed
- Maintain strong ticket hygiene and discipline
3. Triage & Escalation
- Perform initial assessment of issues based on alerts and tickets
- Follow runbooks to determine next steps
- Escalate to the appropriate team when required
- Ensure proper handover with complete and accurate information
4. Process & Runbook Adherence
- Strictly follow documented procedures and workflows
- Ensure all actions are aligned with operational standards
- Avoid deviation from defined processes
- Maintain clear and auditable records in Jira
Requirements
- Experience in IT Support / IT Operations (L1–L2)
- Hands-on experience with: Ticketing systems (Jira, JSM, or similar)Monitoring tools (Zabbix or equivalent)
- Strong attention to detail and process discipline
- Ability to follow structured workflows and escalation paths
- Good written communication for ticket updates and documentation
What We’re Looking For
- Highly process-driven and disciplined
- Strong focus on consistency and accuracy
- Comfortable with repetitive operational tasks
- Reliable and responsive
Application Requirements
Please include:
- Brief summary of relevant experience
- Tools used (Zabbix, Jira, or similar)
- Example of handling monitoring alerts or ticket workflows
