Senior N1.5 Technical Support Analyst

At Nava, we believe in the power of technology to transform businesses — and we have a challenging and strategic opportunity waiting for you.

Come build solutions with us!

Key Responsibilities:

• Act as the point of contact throughout the lifecycle of a critical incident (Crisis Management).
• Issue communications and status updates to Business Units and Leadership.
• Conduct post-incident analysis to identify root causes, proposing adjustments, documentation, and corrective actions to prevent recurrence.
• Identify areas for improvement to avoid recurring incidents.
• Suggest automations and improvements to incident response processes.
• Assist in creating and reviewing Standard Operating Procedures (SOPs).
• Update the knowledge base with lessons learned.
• Provide technical support to junior and mid-level analysts on shift, especially during Shift 3, where N2/N3 support is reduced.

Requirements and Skills:

• Bachelor's degree completed in IT or related fields.
• Solid experience in an operations center (NOC/CMT/SOC) handling high-criticality incidents and participating in war rooms.
• Proficiency in at least two monitoring tools, with the ability to propose threshold adjustments, new monitoring setups, and reduction of alert noise.
• Deep knowledge of infrastructure: virtualization, corporate networks, critical services, databases, and integrations.
• Proven experience in root cause analysis and producing technical post-incident documentation.
• Ability to structure and review playbooks and SOPs.
• Experience in crisis management with direct liaison to business units and leadership.

Desirable Qualifications:

• ITIL 4 Foundation certification (mandatory) and preferably ITIL 4 Specialist — Create, Deliver and Support.
• Technical certifications in infrastructure or observability (Zabbix Certified Specialist, Splunk Core Certified, Dynatrace Associate).
• Experience with incident response automation (RPA, scripts, automated runbooks).
• Technical English for reading documentation and opening tickets with vendors.
• Experience in the electric power sector, with an understanding of the criticality of Electric System Operations Centers.

Behavioral Competencies:

• Situational technical leadership — serving as the shift reference without a formal management title.
• Ability to maintain structured communication under pressure, including with executive leadership.
• Continuous improvement mindset: viewing recurring incidents as problems to be eliminated.
• Teaching ability to transfer knowledge to other levels.

Interested? Apply for the position and complete your technical interview with SophIA:

https://entrevista.starmindai.ai

Code: NAVA-N15SR