Information Technology Operations Analyst (Palma)

Job Responsibilities / Role

You’ll play a key role in ensuring operational stability, service readiness, proactive monitoring, event management, and rapid issue detection across PRE environments.

Working closely with Incident, Change, Environment Support, and Engineering teams, you’ll help ensure that key service objectives, operational controls, and governance standards are maintained.

Responsibilities

• 5+ years’ experience with implementing and maintaining real-time monitoring, alerting, and operational event management processes across PRE environments.
• Monitoring operational events and service triggers end-to-end while ensuring adherence to MTTA (Mean Time to Acknowledge) and MTTR (Mean Time to Resolve) objectives.
• Managing operational dashboards, reporting, service metrics, and health-check visibility for PRE services and environments.
• Supporting daily Preoperational health checks and readiness reporting for project delivery and BAU support activities.
• Integrating monitoring capabilities with Incident Management, Change Management, and operational governance processes.
• Collaborating with Incident, Change, Environment Support, and technical teams to identify, triage, elevate, and coordinate the resolution of operational issues and service degradations.
• Analyzing monitoring trends, operational data, and service metrics to identify risks, recurring issues, capacity concerns, or potential service impacts proactively.
• Supporting governance and operational stability by ensuring monitoring controls and alerting standards are consistently applied across PRE environments.
• Communicating clearly and concisely with technical support teams and operational stakeholders during incidents, service degradation, and operational events.
• Contributing to continuous improvement initiatives for monitoring, alerting, dashboarding, automation, and operational reporting capabilities.
• Recognizing and managing operational risks within your area while ensuring all relevant controls, governance standards, and operational policies are followed consistently.
• Coordinating Pre Production Performance tests on behalf of the certification office.
• +5 years’ experience as IT Operations Analyst.
• ITIL Foundation knowledge, particularly within Incident, Event, and Change Management disciplines.
• Experience working within operational monitoring, event management, or IT Operations environments.
• Understanding of cloud computing and enterprise infrastructure/application operational flows.
• Experience working with monitoring, alerting, and observability tooling within enterprise environments.
• Strong analytical and troubleshooting skills with the ability to assess operational impact and prioritize issues effectively.
• Ability to work independently within a shift‑based operational model while demonstrating ownership and accountability.
• Strong communication and stakeholder engagement skills across technical and operational teams.
• Experience interpreting service metrics, dashboards, operational reports, and event trends.
• Previous operational experience L1/L2.
• Dynatrace experience.
• Basic major incident experience.
• Previously used Jira.
• ServiceNow or similar ITSM toolset knowledge and use.
• Previous banking experience.