IT SPECIALIST

The Technology Operations Center Agent monitors enterprise alerts, triages operational issues, documents incident activity, and coordinates with support teams to restore service. The role follows established processes and runbooks to assess impact, escalate issues, support major incidents, and maintain clear shift documentation.

Essential Duties and Responsibilities

• Monitor enterprise alerts, dashboards, email queues, and ticketing systems for operational events.

• Assess alerts and reported issues to determine impact, urgency, and appropriate next steps.

• Create, update, and maintain accurate incident and service records in the ticketing system.

• Provide initial triage and coordination for incidents, service interruptions, and operational support needs.

• Route and escalate issues to the appropriate internal support teams or external vendors according to established procedures.

• Support major incident response activities, including coordination, documentation, and stakeholder updates.

• Follow established runbooks, procedures, and operational standards for recurring events and support scenarios.

• Coordinate with technology teams, business contacts, and vendors to support timely service restoration.

• Track incident progress, perform follow-up communication, and help ensure ownership and next steps are clear.

• Maintain shift turnover notes, handoff updates, and operational tracking records for shift continuity.

• Review planned change activity and operational notifications to support monitoring awareness and post-change validation.

• Assist with maintaining knowledge articles, procedures, and reference materials.

• Communicate clearly and professionally with technical teams, leadership, and business stakeholders.

• Perform all other duties as assigned.