System Support Analyst

JPC Partners is looking for a System Support Analyst that will work with the IT Operations Center (ITOC). The ITOC is responsible for monitoring, maintaining, and supporting the availability, performance, and stability of the production technology environment and serves as the first point of response for operational incidents and technology events, ensuring rapid identification, analysis, escalation, and resolution of issues that could impact business operations.
The Analyst monitors enterprise systems and applications, responds to operational alerts and incidents, performs initial troubleshooting and remediation activities, and engages technical Subject Matter Experts when additional expertise is required. The Analyst is responsible for maintaining situational awareness of the production environment throughout their shift and providing comprehensive turnover communications to ensure operational continuity between shifts.

Key Responsibilities

• Continuously monitor the production technology environment using enterprise monitoring and management tools.
• Identify, analyze, troubleshoot, and resolve operational incidents and technology issues in a timely manner.
• Escalate incidents to appropriate support teams and Subject Matter Experts when necessary, while maintaining ownership and coordination of resolution efforts.
• Execute operational procedures, recovery activities, and corrective actions to restore service and minimize business impact.
• Coordinate with IT support groups, infrastructure teams, application support teams, business stakeholders, and external partners during incident response activities.
• Maintain accurate incident documentation, operational records, and shift logs.
• Communicate system status, incident updates, and operational concerns to leadership and support teams.
• Conduct detailed shift turnover briefings to ensure seamless transition and awareness of ongoing activities, incidents, and risks.

Knowledge, Skills, and Abilities

• Ability to interpret and assess information from a diverse set of monitoring and management tools.
• Strong analytical and diagnostic skills with the ability to identify root causes and recommend corrective actions.
• Experience responding to and managing production incidents in a mission-critical environment.
• Ability to prioritize multiple activities and make sound decisions during operational events.
• Strong verbal and written communication skills, including the ability to effectively interact with technical teams, business partners, and operational leadership.
• Ability to coordinate and drive collaborative resolution efforts across multiple support groups.
• Commitment to operational excellence, continuous learning, and maintaining awareness of evolving technologies and operational processes.