IT Operations Analyst

Job Title

IT Operations Analyst

Location

Beirut - OMT Head office

Position Summary

Responsible for providing day to day support for business applications and IT services, ensuring systems remain available, stable, and responsive to business needs. The role combines Application Support, Service Desk, and basic IT Operations monitoring responsibilities, serving as a first point of contact for application incidents, service requests, and system alerts.

The position supports enterprise applications, while assisting with monitoring, troubleshooting, ticket management, and operational activities.

Primary Duties and Responsibilities

Application Support

• Provides first and second-level support for business applications and end user
• Troubleshoots and resolves application issues, escalating when required
• Assists with application testing, deployments, upgrades, and maintenance activities
• Monitors application performance and availability
• Maintains support documentation and knowledge base articles

IT Operations & Monitoring

• Monitors applications, servers, and services using monitoring tools
• Responds to alerts and performs initial troubleshooting
• Escalates incidents to appropriate teams and follows through to resolution
• Monitors scheduled jobs, integrations, and routine operational tasks
• Supports system health checks and operational reporting activities

Service Desk & ITSM

• Manages incidents and service requests
• Ensures timely updates and communication with users
• Follows ITSM processes for Incident, Request, and Problem Management
• Assists in maintaining service levels and operational procedures

Database & Technical Support

• Assists with Microsoft SQL Server troubleshooting and data validation
• Executes basic SQL queries for support and analysis purposes
• Supports integrations and interfaces between business applications
• Works closely with application owners, vendors, and technical teams to resolve issues

Knowledge, Skills, and Abilities

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.

Technical Skills:

• Good knowledge of Microsoft SQL Server and SQL queries
• Experience in ticketing systems is preferred
• Exposure to monitoring tools is a plus
• Strong troubleshooting, communication, and customer service skills
• Ability to learn quickly and work effectively within a team environment

Relevant Experience:

4+ years of experience in Application Support, Service Desk, IT Operations, or a similar role

Key Behavioral Competencies

• Extremely organized with great attention to detail
• Ability to adapt to change
• Excellent customer service skills
• Ability to learn quickly and to creatively solve new problems
• Ability to negotiate and settle differences quickly and peacefully
• Ability to explain technical issues to technical and non-technical staff
• Strong leadership capabilities
• Ability to work independently & collaboratively with team
• Strong analytical and problem-solving skills
• Excellent interpersonal skills
• Ability to work on own initiatives
• Ability to communicate properly and professionally
• Ability to work autonomously and in a fast-paced environment
• Ability to build and maintain positive relationships