We are seeking a proactive and detail-oriented Service Desk Analyst to join our team. This role will be the first level of response for service-related alarms and incidents, whether they originate from client reports or internal monitoring systems. The position requires excellent communication skills, technical troubleshooting abilities, and a commitment to ensuring quick and effective resolution of issues.This role includes participation in an on-call rotation to provide 24/7 support coverage.

This role works closely with platform engineering, operations, and customer success teams, serving as the first point of contact for service-related incidents and alarms.

What You'll Do:

Monitor and act upon incidents and alarms from our platform in real time.
Respond to incident tickets with clear and professional communication.
Follow service runbooks to troubleshoot problems efficiently.
Analyze system logs and perform queries using Grafana and other monitoring tools.
Escalate issues to the appropriate teams when needed, providing detailed incident reports.
Work proactively to identify and address potential issues before they escalate.
Maintain agility and responsiveness in incident handling to minimize downtime.
Participate in scheduled on-call rotations to ensure continuous system availability.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.