Event Management Analyst

Our US Partner Client is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.

As an Event Management Analyst, you should have a solid understanding of customer service and a problem- solving attitude. In this role, the ideal candidate will be working with Event Management Engineer and team to assist in the triage and solve technical issues generated by one of the clients integrated monitoring systems. Ultimately, this position should be able to ensure high-quality technical support and continue to increase client satisfaction.

This is a full-time role, on a US shift and on a Work in the office set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

Duties And Responsibilities

• Rapid response and initial triage of events generated from the clients monitoring platforms
• Performance reporting through analysis of data as it relates to the device/event generated to identify trends that could lead to possible problems
• Assessment of event impact related to business criticality
• Clear communication to all necessary internal and external parties throughout event triage, ensuring updates are being provided regularly
• Continually follow best practices through the entire technical support process
• Escalation to event management engineer post triage for continued troubleshooting and resolution
• Ability to adjust priorities and balance responsibilities in a fast-paced environment
• Client support and communication inbound and outbound via phone, email, chat, and other approved Thrive communication methods
• Available to work outside of standard hours when necessary or as part of on-call rotation if applicable
  
  

Qualifications

• At least 5 years of relevant experience in CISCO network/NOC design and deployment
• Strong experience in managing network tickets, particularly with Cisco devices, switching, firewalls, and security operations
• Understanding of network security and access control
• Basic knowledge and configuration experience with networking features and protocols
• Proven technical expertise as a subject matter expert (SME) in MSP products
• Excellent attention to detail with a strong focus on adhering to Standard Operating Procedures (SOP)
• Experience in a call center or managed services environment is preferred