IT Operation L1

Placement: Banking Company

Contract Duration: 11 months

Available to join ASAP

System & Service Monitoring: Perform continuous monitoring of servers, networks, cloud infrastructure, and core applications using enterprise monitoring tools.

First-Line Incident Response: Receive, triage, log, and process incoming L1 tickets, alerts, and system notifications in accordance with defined SLAs.

Basic Troubleshooting: Perform initial diagnostics and resolution for hardware, operating system, network connectivity, and application issues.

Incident Escalation: Escalate complex, unresolved incidents to L2/L3 operations, infrastructure, or development teams with detailed initial technical findings.

Standard Operating Procedures (SOPs): Execute routine operational tasks, backup checks, health checks, patch management tasks, and service restarts following standard runbooks.

Documentation & Reporting: Maintain accurate incident records in the ticketing system and contribute to internal knowledge bases.

Education: Bachelor’s Degree (S1) in Information Technology, Computer Science, System Engineering, or a related field is a must

Experience: Minimum 1 year of professional experience in IT Operations, L1 Technical Support, Helpdesk, or System Monitoring roles.

Core Technical Knowledge:

Fundamental understanding of operating systems (Windows Server, Linux/Unix).

Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, Firewalls).

Hands-on experience using ticketing systems (e.g., Jira Service Management, ServiceNow, Zendesk).

Exposure to monitoring and alert management tools (e.g., Zabbix, Nagios, Grafana, Datadog, PRTG).

Shift Readiness: Willingness to work in shifts (including night shifts/rotational coverage) if required by operational needs.