JOB DESCRIPTION:

The Platform Operations Technician is responsible for real-time monitoring, troubleshooting, and resolution of server and network issues, while also maintaining high standards of documentation, communication, and operational excellence.

MINIMUM REQUIREMENTS:

1-2 years of experience in IT operations, systems administration, or platform support.
Some networking experience; knowledge of basic networking protocol (eg DNS).
Practical knowledge of Linux/Unix systems.
Experience with monitoring tools.
Familiarity with cloud platforms and virtualization technologies.
Basic scripting skills.
Excellent problem-solving, communication, and documentation skills.
Ability to work in a fast-paced, team-oriented environment.

Monitor, troubleshoot, and resolve server and network issues.
Diagnose and respond to alerts generated by network and system monitoring tools.
Review and respond to system alerts in a timely manner, following established escalation protocols.
Read and execute documented procedures accurately and efficiently.
Follow standard operating procedures (SOPs) to resolve alerts and incidents, ensuring consistency and compliance.
Act as the subject matter expert (SME) during incidents, including phone-based escalation and coordination.
Work closely with internal and external stakeholders to identify root causes and drive resolution.
Clearly and effectively document incidents, actions, and resolutions in ticketing system.
Ensure SLAs are met and that all operational work meets quality expectations.
Maintain and update Platform Operations procedures and documentation for accuracy and clarity.
Support deployment and maintenance of infrastructure components and applications.
Participate in incident response, root cause analysis, and continuous improvement initiatives.
Assist in capacity planning, performance tuning, and system upgrades.