Operations Support Analyst

The Operations Support Analyst (OSA) is a frontline support professional within the 24/7 Service Management Center (SMC), playing a crucial role in ensuring the continuous operation and monitoring of client systems. OSAs are responsible for providing timely and effective technical assistance, proactive monitoring, incident resolution, and hands-on management of critical firewall and analytics platforms to minimize fraud, spam, and bypass attempts across SMS and Voice traffic.

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Key Responsibilities

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Incident and Service Request Management

• Serve as the primary point of contact for clients, responding to and resolving technical incidents and service requests reported through various channels (e.g., email, phone, WhatsApp).
• Adhere strictly to defined Service Level Agreements (SLAs) to ensure rapid response and resolution times for all issues.
• Maintain accurate, detailed, and up-to-date records of all incidents and service requests, including troubleshooting steps, client communications, and final resolutions within the Incident Management System (IMS).
• Efficiently escalate complex, unresolved, or high-priority issues to appropriate internal teams following the established escalation matrix.

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​Proactive Monitoring and Analysis

• Continuously monitor network traffic and system performance using specialized tools to proactively identify potential issues, anomalies, and emerging threats.
• Analyze reports and dashboards to gain deep insights into traffic patterns and trends.
• Provide informed advice to clients regarding their traffic patterns and escalate potential issues or opportunities for optimization.

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Firewall & Analytics Management

• Hold overall responsibility for managing and maintaining Firewall Platforms in strict adherence to established procedures.
• Ensure the correct rules are applied to firewall systems to effectively minimize and combat Fraud, Spam, and Bypass attempts.
• Proactively update and manage firewall rules, alarm rules, and thresholds to ensure optimal performance and accuracy of the firewall systems.

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​Requirements

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• Education

  Bachelor's degree in computer science, Information Technology, Telecommunications, or a related field; or equivalent practical experience and certifications.

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  Experience

• Proven experience (1-3 years) working in a 24/7 IT Service Desk, Network Operations Center (NOC), or similar support environment.
• Hands-on experience with Incident Management Systems (IMS) and Service Request fulfillment processes.
• Experience with network monitoring tools, dashboards, and log analysis.
• Practical experience with firewall management and rule configuration (SMS, Voice, preferred).

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  Technical Skills

• Strong data analysis skills, including proven proficiency in Microsoft Excel (advanced functions, pivot tables) and SQL for complex data extraction and manipulation.
• Proven experience with Regular Expressions (Regex) for pattern matching and data manipulation, especially in a firewall or log analysis context.
• Basic knowledge of the SMS domain, call flows, and traffic patterns.
• Basic understanding of Linux environments (command-line operations).
• Familiarity with cloud platforms (e.g., AWS) concepts is beneficial.

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  Soft Skills

• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical clients.
• Strong analytical and problem-solving abilities, with a keen eye for detail.
• Ability to work effectively under pressure in a fast-paced, dynamic 24/7 operational environment.
• Customer-focused with a strong commitment to service excellence.
• Proactive, self-motivated, and able to work independently as well as part of a team.

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​Working Conditions

This is a 24/7 operational role, requiring flexibility to work shifts including nights, weekends, and holidays.