Global Operations Center Analyst

About the role

RSM, a global provider of professional services to the middle market, is hiring a Global Operations Center (GOC) Analyst in San Salvador. The analyst performs technical analysis of issues and outages affecting RSM's core IT systems, troubleshoots and resolves them or escalates complex ones to senior system administrators or network engineers, and documents mitigation strategies. The role works in a 24x7 environment with critical uptime requirements.

Key responsibilities

• Monitor servers, networks, LAN/WAN infrastructure and SD-WAN appliances using tools such as SCOM, SolarWinds and Orion to detect anomalies, outages and performance issues.
• Respond to alerts by troubleshooting server, network and application issues, running scripts when needed, and resolving or escalating incidents by priority.
• Manage support tickets in ServiceNow, track SLAs, and create runbooks, knowledge base articles and incident documentation.
• Escalate complex issues and coordinate with carriers, vendors and service providers to resolve LAN/WAN incidents.
• Work with cross-functional teams, and communicate with customers, end-users and local technicians to update them and gather information.
• Generate regular reports on system health, incidents and performance trends, and recommend preventive measures.
• Take part in scheduled maintenance, patch management and upgrades, and contribute to process optimization aligned with ITIL standards.

Required profile

• Bachelor's degree in a related field or equivalent work experience.
• 3 to 5 years of experience monitoring and supporting server and network infrastructure in a NOC or IT operations environment.
• Significant experience in a 24x7 NOC environment ensuring continuous monitoring and uptime of critical infrastructure.
• Ability to collaborate with network, server and application teams and communicate with customers and technicians.

Required skills

• Monitoring tools: SCOM, SolarWinds and Orion.
• Troubleshooting server, network and application issues and managing alerts.
• Support ticket management in ServiceNow with SLA tracking.
• Incident reporting, runbooks, knowledge base articles and shift handover documentation.
• Experience with patch management, upgrades and ITIL incident and problem management.