PagoNxt Getnet - IT Operations Support N1
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Requirements
• Basic knowledge of AWS, Kubernetes, microservices or cloud environments. • Experience with monitoring/observability tools such as Dynatrace, Elastic, Kibana, Grafana or similar. • Basic SQL knowledge. • Experience with Jira, ServiceNow, Confluence or other ITSM tools. • Knowledge of ITIL or ITSM best practices. • Experience in financial, payments or cards environments. • Analytical mindset and problem-solving orientation. • Ability to prioritise based on impact and criticality. • Clear and structured communication. • Strong attention to documentation. • Ability to work under pressure. • Proactivity and willingness to learn. • Teamwork and continuous improvement mindset. • ✅Training and development • The position will include a progressive technical training plan, aimed at helping team members evolve towards a Junior DevOps profile. • The objective is for the team to be able to manage autonomously a significant part of recurring or procedural incidents, relying on runbooks, documentation and defined procedures. • Incidents requiring expert knowledge, complex changes or advanced analysis will remain outside the N1 scope and will be escalated to the specialised teams. • Rotating 24/7 shifts: morning, afternoon and night. • Production-critical environment focused on service continuity.
Responsibilities
• We are looking for IT Operations Support N1 profiles to join a team responsible for monitoring, initial management and resolution of incidents in production environments. • The person will join a 24/7 operations team, focused on ensuring service continuity, performing an initial analysis of alerts and incidents, applying defined procedures, properly documenting actions taken, and escalating to the relevant teams when necessary. • The goal of the role is to act as the first line of defence in production, resolving incidents within their scope of responsibility and efficiently managing those that require support from more specialised teams. • The position will include a technical training plan, aimed at helping team members progressively evolve towards a Junior DevOps level, gaining knowledge in cloud, Kubernetes, microservices, observability and production operations. • We are looking for people with a solid technical foundation, a learning mindset and motivation to grow into Cloud / DevOps / Production Support environments. • Monitoring systems, applications, infrastructure and business processes. • Managing, classifying and prioritising alerts and incidents. • Performing initial impact and criticality analysis. • Resolving incidents within the N1 scope by following runbooks and procedures. • Escalating to N2/N3 teams, providing clear and structured information. • Following up on the incident backlog and keeping tickets updated. • Participating in shift handovers and, when applicable, war rooms. • Documenting incidents, solutions and improvements in the knowledge base. • Identifying improvement opportunities in monitoring and procedures. • Previous experience in IT Support, Operations, NOC, Technical Service Desk, Application Support or similar. • Experience with ticketing tools. • Basic knowledge of systems, networks, applications and production environments. • Ability to interpret alerts, metrics and basic logs. • Basic knowledge of Linux. • Sufficient English level to work with technical documentation and international environments. • Availability to work rotating 24/7 shifts.
Benefits
• 🩺 Medical insurance • 🦷 Dental insurance • 🚑 Life insurance • 💉 Annual healthcare • 🚌 Transportation allowance • 🍕 Meal voucher/food voucher • 📚 Access to self-development programmes • 🏢 Hybrid Collaborative environment: Successful candidate must be prepared to work 60% on site
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