Senior IT Operations – SAP and Salesforce Analyst

Senior IT Operations – SAP and Salesforce Analyst

Requirements

• IT infrastructure fundamentals, including networking, server administration, virtualization, and databases.
• Familiarity with system monitoring tools (e.g., Nagios, SolarWinds, Splunk) and ITSM platforms (e.g., ServiceNow, Jira, Confluence).
• Strong understanding of incident, problem, and change management processes (ITIL framework knowledge preferred).
• Knowledge of operating systems such as Linux, Windows, and cloud platforms (AWS, Azure, GCP).
• Proven ability to diagnose and troubleshoot complex technical issues in a multi-tiered environment, including issues related to SAP and Salesforce.
• Basic understanding of cybersecurity protocols and practices (e.g., firewalls, IDS/IPS, vulnerability management).
• Strong analytical and troubleshooting skills to quickly resolve IT system issues.
• Excellent verbal and written communication skills to translate technical language into business terms.
• Effective time management skills, with the ability to prioritize tasks
• Detail-oriented approach to monitoring systems and documenting processes.
• Collaborative team player, with the ability to work closely with cross-functional IT teams.
• Ability to quickly adapt to new tools, technologies, and environments.
• Independent and self-motivated, able to proactively identify issues and solutions.
• Commitment to continuous improvement of systems and processes.

Responsibilities

• Monitor servers, networks, databases, and applications to ensure optimal performance and uptime.
• Address system alerts, investigate root causes, and resolve or escalate issues as needed.
• Record, track, and document incidents and resolutions, and conduct root cause analysis to prevent recurrence.
• Implement routine updates, patches, and system changes to maintain security and functionality.
• Assist in configuration management tasks, ensuring accurate documentation of system configurations and changes.
• Create regular reports on system performance, downtime, and key operational metrics for management.
• Work closely with network, infrastructure, and security teams to ensure cohesive IT operations and quick issue resolution.
• Assist in deploying new technologies, system rollouts, and migrations, ensuring minimal disruption to operations.
• Develop and update comprehensive documentation for standard operating procedures, system configurations, and incident handling.
• Liaise with external vendors for system support, ensuring SLA compliance and quick resolution of hardware/software issues.
• Serve as the technical point of contact between IT and business teams, explaining issues and resolutions in user-friendly terms.
• Identify and recommend optimizations to enhance system efficiency and prevent future issues.

Preferred Qualifications

• 5+ years of experience in IT Operations, Infrastructure Support, or System Administration.
• Hands-on experience with system monitoring tools and ITSM platforms.
• Solid understanding of networking, server administration, and operating systems (Windows/Linux).
• Strong problem-solving abilities and a detail-oriented mindset.
• IT certifications such as ITIL, CompTIA Network+, or Microsoft Certified Professional (MCP).
• Experience with cloud platforms like AWS, Azure, or Google Cloud.
• Knowledge of automation tools such as Ansible, Puppet, or Chef.
• Experience in scripting (e.g., PowerShell, Python, JavaScript) to automate tasks and processes.
• Familiarity with security practices and tools, such as firewalls, intrusion detection systems, and patch management solutions.