Observability & Incident Management Engineer

Softtek; Colombia; On-site; COP 42,000,000 - 67,000,000; Full time

Job summary

Softtek Colombia seeks an IT Ops Monitoring Analyst to join our 24x7 operations. You will analyze monitoring alerts, perform basic troubleshooting, and drive incident management activities alongside global support teams.

The role emphasizes data-driven decision making, trend analysis, and continual process improvement, with focus on service availability and operational continuity. Collaboration and adaptability are essential in a fast-paced environment.

Qualifications

• Experience with monitoring and incident management processes.
• Strong process-oriented mindset and teamwork.
• Ability to analyze monitoring alerts and perform basic troubleshooting.
• Familiarity with incident response and escalation practices.

Responsibilities

• Analyze and manage monitoring alerts
• Perform basic troubleshooting activities
• Execute correlation and trend analysis
• Manage and escalate 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

Skills

Process-oriented mindset

Teamwork and collaboration

Analytical thinking

Problem-solving skills

Root Cause Analysis mindset

Willingness to learn

Adaptability

Tools

Information Mgmt

Monitoring support

Decision-making

Infra technologies

Job description

Softtek Colombia seeks an IT Ops Monitoring Analyst to join our 24x7 operations. You will analyze monitoring alerts, perform basic troubleshooting, and drive incident management activities alongside global support teams.

The role emphasizes data-driven decision making, trend analysis, and continual process improvement, with focus on service availability and operational continuity. Collaboration and adaptability are essential in a fast-paced environment.