IT Specialist

This is a fully remote position, open to applicants in Romania, +4 more countries.

📋 Description

• Serve as the primary responder for production alerts and incidents.

• Oversee system health by utilizing Datadog, LogicMonitor, or similar monitoring and observability tools.

• Detect anomalies and conduct initial triage using logs and metrics.

• Evaluate logs, metrics, and traces to ascertain incident scope and impact.

• Manage the entire incident lifecycle, including triage, prioritization, and coordination of escalations.

• Document and track incidents using ServiceNow and Jira Service Management.

• Collaborate with application and development teams to deliver initial technical analysis.

• Provide clear and concise incident updates, translating technical status into actionable insights.

• Maintain precise incident records.

• Facilitate structured shift handovers to incoming analysts.

• Perform complex operational tasks, including failover procedures and strategic maintenance.

• Follow a rolling schedule of 3 days on / 3 days off with 8-hour shifts to ensure 24/7 client coverage, aligned with EST.

⛳️ Requirements

• Minimum of 2 years of experience in IT support and incident management, covering triage, prioritization, and escalation.

• Familiarity with monitoring and observability tools like Datadog or LogicMonitor.

• Proficient in navigating dashboards and conducting log correlation.

• Understanding of DNS, load balancing, and HTTP/HTTPS protocols.

• Advanced English communication skills, both written and verbal.

• Capability to interact with technical teams and stakeholders during incident responses.

• Ability to handle multiple priorities in a fast-paced environment.

• Strong analytical and problem-solving abilities with a systematic approach to troubleshooting.

• Possess ownership and accountability; maintain composure and organization during critical incidents.

• Disciplined in following operational processes and ensuring 24/7 shift coverage.

• Self-motivated with the ability to adapt and learn quickly.

• Understanding of security best practices, including access control, data protection, phishing prevention, and compliance with security policies.

• Preferred: Experience with ServiceNow and/or Jira Service Management.

• Preferred: Familiarity with Slack or Microsoft Teams in a support context.

• Preferred: Background in Help Desk, NOC, SOC, or L1/L2 technical support roles.

• Preferred: Knowledge of AWS and Azure.

• Preferred: Familiarity with Kubernetes and Docker.

• Preferred: Experience with PostgreSQL, MySQL, and Amazon RDS.

• Preferred: Knowledge of GitHub Actions, Bitbucket, and Amazon SQS.

• CV to be submitted in English.

🏝️ Benefits

• Gain hands-on experience with Datadog, LogicMonitor, and ServiceNow in production support settings.

• Participate in regular security awareness training.

• Enjoy the flexibility to work from anywhere.

• Benefit from opportunities for professional and personal development.

• Join a diverse and dedicated remote-first team.