Mid-Level Monitoring Analyst

About the role

This position is for a Mid-Level Monitoring Analyst who will work in a mission-critical environment, with 24x7 operations, according to the defined work schedule. The professional will be responsible for continuous monitoring of servers, operating systems, and virtualization platforms, as well as initial alert triage and incident escalation.

Responsibilities

• Continuously monitor servers, operating systems, and virtualization platforms, identifying unavailability, degradation, or abnormal resource consumption events.
• Perform initial triage of alerts related to Windows, Linux, and Unix environments, following defined operational procedures.
• Check basic CPU, memory, disk, filesystem, process, service, and connectivity indicators.
• Execute standardized first-line support procedures, according to established playbooks and runbooks.
• Perform basic log queries to collect information and evidence related to monitored events.
• Check the status of services and processes on Windows and Linux servers.
• Perform basic connectivity and availability tests for monitored servers and services.
• Check the status of virtual machines, hosts, datastores, and alarms in virtualization platforms.
• Verify the operation of monitoring agents, such as Zabbix Agent and Dynatrace OneAgent, following established procedures.
• Record, classify, and update incidents in the ITSM tool, ensuring traceability of actions performed.
• Collect and record evidence, tests performed, and information necessary for proper incident routing.
• Activate and escalate to N2/N3, Infrastructure, Systems, Applications, or other responsible teams, according to the activation matrix.
• Follow up on incidents until normalization or transfer to the responsible team.
• Support the follow-up of critical incidents by providing information and evidence collected by monitoring.
• Comply with established operational procedures, escalation matrices, and SLAs.
• Perform shift handovers, ensuring continuity of ongoing events and incidents.

Requirements

• Bachelor's degree in progress or completed in Information Technology, Information Systems, Computer Science, Computer Networks, or related fields.
• Basic knowledge of Windows Server and Linux.
• Basic notions of Unix environments, such as AIX, Solaris, or HP-UX.
• Basic knowledge of server infrastructure.
• Knowledge to identify alerts related to CPU, memory, disk, filesystem, processes, and services.
• Basic knowledge of Windows Event Viewer for event lookup.
• Knowledge of Task Manager for checking resource usage and processes.
• Basic knowledge of Services (services.msc) for checking Windows service status.
• Notions of Active Directory, DNS, DHCP, IIS, and File Server.
• Basic knowledge of Linux commands for checking services, resources, processes, and logs, such as systemctl, journalctl, top, free, uptime, df, du, and ps.
• Notions of PowerShell and Shell/Bash for executing commands and scripts previously defined in procedures.
• Basic knowledge of TCP/IP, DNS, ports, and connectivity tests.
• Notions of virtualization and the concepts of virtual machine, host, and datastore.
• Basic knowledge of VMware vSphere for checking status and alarms.
• Notions of Hyper-V and Citrix.
• Knowledge or familiarity with monitoring tools such as Zabbix, Dynatrace, Grafana, or similar.
• Notions about monitoring agents, especially Zabbix Agent and Dynatrace OneAgent.
• Basic knowledge of ITSM tools, such as Jira Service Management, ServiceNow, or similar.
• Knowledge of the concepts of event, incident, impact, priority, SLA, and escalation.
• Ability to interpret alerts and execute previously documented technical procedures.
• Ability to perform initial triage, evidence collection, and incident escalation.
• Ability to follow playbooks, runbooks, and activation matrices.

Preferred qualifications

• Previous experience in Service Desk, NOC, CMT, support, infrastructure, or IT monitoring.
• Knowledge of Zabbix, Dynatrace, Grafana, VMware, PowerShell, Linux, or ITIL.

Behavioral competencies

• Good ability to record and document activities performed.
• Analytical, organized profile, and attention to detail.
• Sense of urgency and prioritization ability.
• Good verbal and written communication.
• Ease of working in teams and interacting with different technical areas.

Work model and location

The role is in a mission-critical environment, with 24x7 operations, according to the defined work schedule. The position is on-site, based in Campinas, SP.