Technical Operations Center Analyst

Salary Range: US $49,000.00 To US $50,000.00 Annually

Reporting to the Sr. Director, IT & Security , the Technical Operations Center (TOC) Analyst will be responsible for monitoring Think On's network, infrastructure, platforms, and customer environments, responding to alerts, and escalating issues when required. This is an entry-level operations role focused on maintaining service availability and ensuring incidents are handled quickly and accurately, with as-needed support for Data Center Operations.

You will work in an on-site 24x7 rotating shift environment and follow established monitoring, incident management, and escalation procedures using tools such as Zabbix, Grafana, Solar Winds, Ops Genie , and Jira Service Management.

This role supports Think On's 24x7 operations and requires availability for:

• Day, evening, and overnight shifts.
• Weekends and public holidays.
• Rotating schedules and occasional on-call coverage.

• Monitor network, infrastructure, platform, and customer environment alerts using Zabbix, Grafana, and Solar Winds.
• Perform network monitoring of routers, switches, firewalls, and circuits for outages, latency, packet loss, and bandwidth utilization.
• Monitor infrastructure and platform health, including compute, storage, virtualization (VMware), and backup and replication services.
• Review, triage, and respond to alerts received through Opsgenie based on priority and service level objectives (SLOs), following on-call schedules and escalation policies.
• Ensure all alerts are acknowledged, documented, resolved, or escalated.
• Identify recurring or false-positive alerts and report them for tuning.
• Create and update tickets for incidents, service requests, and service disruptions in Jira Service Management (JSM).
• Escalate issues according to established procedures.
• Assist with initial troubleshooting and route issues to the appropriate teams.
• Coordinate with carriers, ISPs, and hardware vendors on circuit outages, hardware failures, and RMAs.
• Provide detailed shift handover notes to ensure operational continuity.

• Maintain accurate ticket notes and incident records.
• Contribute to shift reports and operational summaries.
• Maintain runbooks and knowledge base articles for recurring alerts and common troubleshooting steps.
• Identify trends, recurring issues, and potential risks using Grafana and Solar Winds dashboards and reports.

• Follow Think On operational procedures, security policies, and change management processes, including CAB workflows in Jira Service Management.
• Use monitoring, alerting, and ticketing systems (Zabbix, Grafana, Solar Winds, Opsgenie , and JSM) effectively.
• Participate in on-call coverage and incident response activities as required.

• Perform data center walkthroughs and health checks, reviewing equipment status, power (UPS/PDU), cooling, and environmental conditions.
• Monitor and elevate data center power and environmental alerts such as temperature, humidity, and leak detection.
• Provide remote and smart hands support under the direction of senior engineers, such as rack-and-stack, cabling, power cycling, and hardware or drive replacements.
• Assist with receiving and tracking hardware shipments, spare parts, and RMA returns, and with keeping asset and rack documentation current.
• Escort and log vendors and visitors in the data center in line with Think On's physical access policies.

• A Diploma or Degree in Information Technology, Computer Science, Networking, or a related field.
• Equivalent experience or certifications will be considered.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VLANs, routing, and…