Operations Support Analyst

Operations Support Analysts will monitor and support the B2BE global communication networks, production servers and global business applications, facilitate system health checks, provide analysis to enhance and improve performance and maintain the B2BE change management processes.

Responsibilities include but are not limited to:

• Performing day to day system monitoring, incidents management, systems reporting and issues escalation.
• Evaluating information relating to issues generated from systems alerting or escalation from other support teams. Analyse and resolve the issues and where resolution is not possible escalate to higher tier support teams.
• Ensuring all Service Level Agreements with customers (internal and external) are met and maintained to ensure 99.9% system availability.
• Installing and configuring B2Be propriety software for customer’s connectivity as per internal change requests.
• Manage customer notifications regarding any service interruptions and provide regular updates until the services resumption as per SLA’s.
• Assisting the Operations Support Team Leader to provide first level support on:
  • Infrastructure servers: AD, Web, DNS, FTP, MySQL, Secure FTP, SSH, etc.;
  • Regularly setup, manage and enhance system monitoring tools.
• Logging, tracking, and resolving support tickets within the agreed ticketing system in line with internal SLA response and resolution targets.
• Reviewing and analysing connection/trace logs to diagnose stuck files, failed connection transmissions, and connectivity configuration issues.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• 1–3 years’ experience in IT operations, network/systems monitoring, or a technical support role, ideally within an EDI, managed services, or SaaS environment.
• Working knowledge of networking fundamentals and file transfer protocols (AS2, FTP/SFTP, HTTPS).
• Familiarity with server/infrastructure administration (Windows/Linux), DNS, and database basics (MySQL).
• Strong analytical and troubleshooting skills, with the ability to work under pressure.
• Clear written and verbal English communication skills for troubleshoot engagement and cross-team escalation.
• Willingness to work rotating shifts and on-call coverage to support a 24/7 production environment.

• Preferred (not required): ITIL Foundation certification or equivalent incident/change management exposure.