- San Salvador, San Salvador, El Salvador
- Full-time · Mid
- 3–5 years
The GOC Analyst is responsible for performing technical analysis of issues and outages affecting RSM’s Core IT Systems. This role involves troubleshooting and resolving problems or, when necessary, escalating more complex issues to senior system administrators or network engineers.
Responsibilities
- Continuously monitor servers, networks, LAN/WAN infrastructure, SD-WAN appliances, and other critical components using tools like SCOM, SolarWinds and Orion to detect anomalies, outages, and performance issues
- Respond promptly to alerts by troubleshooting server, network, and application issues, executing scripts if needed, and resolving or escalating incidents on a priority basis
- Manage support tickets through the ticketing system (ServiceNow), ensuring accurate tracking, SLA compliance, and the creation of runbooks, knowledge base articles, and incident documentation
- Escalate complex issues to senior engineers or specialized teams and coordinate with carriers, vendors, and service providers to resolve LAN/WAN-related incidents
- Work with cross-functional teams to resolve infrastructure issues and communicate with customers, end-users, and local technicians to provide updates and gather relevant information
Requirements
- Bachelor’s Degree in a related field or equivalent work experience