- · Working knowledge of monitoring OpsRamp system
- · Experience with incidents with ServiceNow
- · Knowledge of Microsoft Office 365
- · Basic knowledge of Windows operating systems
- · Basic knowledge of Unix/Linux operating systems
- · Basic understanding of SQL structures
- · Basic knowledge of network infrastructure
- · Basic knowledge of cloud concepts
- · Basic knowledge of security concepts
- · Understanding of Incident Management processes
- · Ability to analyze monitoring alerts and operational events

Required – Soft Skills

- · Process-oriented mindset
- · Teamwork and collaboration
- · Analytical thinking
- · Problem-solving skills
- · Root Cause Analysis mindset
- · Willingness to learn
- · Adaptability

Nice to Have (Technical Skills)

- · Knowledge of Information Management practices
- · Experience supporting monitoring or operations environments
- · Decision-making skills in operational environments
- · Additional technical knowledge in infrastructure technologies

Responsibilities (Activities to perform)

- · Analyze and manage monitoring alerts




- · Perform basic troubleshooting activities
- · Execute correlation and trend analysis
- · Manage and escalation incidents when required
- · Support incident management processes
- · Maintain and update knowledge base articles
- · Track and report operational metrics
- · Monitor services and infrastructure availability
- · Fulfill service requests within defined procedures
- · Participate in Sev1 and Sev2 conference calls
- · Coordinate with specialized support teams for issue resolution
- · Contribute to process improvement initiatives
- · Ensure compliance with operational procedures and service levels

Additional Information

- · 24x7 shift-based operation
- · High interaction with technical support teams
- · Participation in incident response activities
- · Focus on service availability and operational continuity
- · Continuous learning and process improvement environment

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📌 Observability Engineer (Colombia)
🏢 Softtek
📍 Colombia