IT Support Analyst II

Division/Department: Information Technology

Reports to: Manager of Network Operations

Travel: N/A

We are seeking a skilled and vigilant Support Analyst II to join our IT team. The successful candidate will be responsible for providing technical assistance and support for incoming alerts and issues related to computer systems, software, hardware and network infrastructure. The analyst ensures timely response, resolution of problems, escalates complex issues, and contributes to continuous service and system improvements.

Working Hours:

Three Shifts for 24 x 7 coverage - float capacity - on-call capacity

• Triaging, investigating, engineering alerts and real‑time monitoring using such tools as Grafana / Prometheus, Azure Application Insights & Log Analytics, Kafka / Kafbat / K9s and Databricks for analysis of data.
• Log, track, and manage incidents and service requests using the company’s ticketing system, ensuring issues are resolved within defined SLAs or runbooks.
• Respond to and troubleshoot network outages, performance degradation, and as applicable security threats using documentation and runbooks. Escalate complex system issues to senior IT on‑call staff or management as necessary.
• Using network engineering tools, analyze and troubleshoot alerts by either resolving or escalating to appropriate IT teams.
• Document solutions and contribute to the creation and maintenance of runbooks, alerts and technical procedures on supported systems.
• Collaborate with other IT teams (Infrastructure, application, development, EDI and cybersecurity) to upgrade and/or resolve complex incidents.
• Provide first‑and second‑level support to users for software and system issues across various communication channels (in person, email, phone, chat).
• Support and maintain corporate and RSC printers.
• Compliance and Best Practices:
  Ensure adherence to IT policies, compliance standards, and best practices in network management.
• Assist with training as needed for cross functional coverage and new team members.
• Architect, configure, and maintain complex Grafana alert rules, dashboards, and notification templates ensuring high‑quality observability and actionable alerts.
• Analyze and refine alert configurations to reduce noise, eliminate false positives, and align alerting behavior with operational relevance and business impact.
• Act as a first‑level support when issues arise or problematic behavior is observed within the Grafana environment.
• Execute and oversee mainframe job scheduling tasks via BIM‑FAQS/PCS, ensuring accurate batch processing and adherence to production timelines within the IBM Mainframe VSE environment.
• Independently and collaboratively author, standardize, and maintain technical runbooks, procedures, and alert response workflows for newly adopted systems and services.
• Act as the lead reviewer of documentation change submissions, ensuring clarity, alignment with operational requirements, and usability by frontline staff.
• Partner with App Support and Engineering teams to align observability tools with system architecture, application behavior, and support coverage goals.
• Support the IT Asset Administrator by managing hardware/software procurement, invoice validation, and compliance tracking for licensing, in a backup capacity.
• Maintain asset inventory records in Manage Engine Endpoint Central and generate recurring compliance and usage reports for IT leadership and security teams.
• Proactively assess workflows, monitoring practices, and documentation for improvement opportunities and propose changes with supporting cost‑benefit analysis.
• Lead initiatives to drive adoption of new responsibilities and tooling across shifts by preparing documentation and facilitating structured rollouts.
• Design and build insightful, interactive panels within Databricks by leveraging SQL queries to transform raw data into actionable visualizations and tables.

Required

• Problem‑Solving:
  Strong analytical and problem‑solving skills to troubleshoot system monitoring in a timely and effective way.
• Communication:
  Excellent communication and interpersonal skills.
• Availability:
  Willingness to…