Incident Response Analyst II - Consultancy

Keen to join a company that champions growth and development?

Join a leading IT solutions provider for some of the world’s most recognisable and innovative organisations, operating since 2001 with over 2,200 IT professionals across thirty-three countries. Creativity is in its DNA, with dedicated software and service innovation teams bringing best-in-class technology to help clients make better decisions and gain a competitive edge.

The organization is inviting applications from experienced professionals for the role of Infrastructure Operations Engineer to help maintain the stability, availability, and operational performance of critical infrastructure for an AI hyperscaler. The ideal candidate will monitor infrastructure, coordinate incidents, identify operational risks, and support continuous service improvement, working closely with engineering, technical support, and service operations teams.

If you would like to learn more about this opportunity, feel free to reach out and apply today!

Responsibilities:

• Oversee infrastructure health indicators, system alerts and monitoring dashboards to identify potential faults, performance issues and service availability concerns.
• Evaluate incoming alerts, determine their urgency and potential impact, and initiate appropriate responses in line with operational policies.
• Perform initial technical checks to investigate irregular system behaviour and resolve straightforward issues where possible.
• Refer complex, high-impact or persistent problems to the appropriate engineering or specialist teams.
• Contribute to service stability by identifying emerging risks and supporting preventative operational measures.
• Assist in managing infrastructure incidents affecting server performance, system availability or the continuity of technology services.
• Gather relevant technical information, assess the scope of incidents and help identify potential underlying causes.
• Work alongside engineering and operations teams to coordinate troubleshooting, service restoration and recovery activities.
• Record incident details, investigation outcomes, response actions and escalation decisions to support accurate reporting and future analysis.
• Participate in incident reviews and track follow-up activities aimed at reducing repeat occurrences and improving system resilience.
• Observe infrastructure maintenance, deployment and configuration activities to identify unexpected outcomes or operational risks.
• Support coordination between relevant teams during scheduled maintenance and changes affecting shared infrastructure services.
• Identify deviations from planned activities and communicate potential service impacts through established escalation channels.
• Assist with post-change checks to confirm that systems remain stable and perform as expected.
• Maintain clear records of operational observations and any issues arising during change activities.
• Help maintain consistent operational practices across infrastructure support and service delivery activities.
• Develop, review and maintain operational guides, standard procedures, maintenance instructions and technical runbooks.
• Analyse recurring alerts, incident trends and process gaps to identify opportunities to improve reliability and operational efficiency.
• Contribute to service performance reporting, operational assessments and improvement initiatives.
• Support adherence to internal controls, documented processes and established service management standards.
• Work with infrastructure engineering, service operations and other technical stakeholders to support reliable service delivery.
• Facilitate effective shift transitions by ensuring outstanding incidents, operational risks and priority tasks are communicated clearly.
• Manage incoming operational requests according to business impact, urgency and agreed service priorities.
• Assist with coordinating responses to significant incidents involving multiple technical teams or operational functions.
• Participate in shift-based coverage, out-of-hours support and on-call arrangements where required.
• Working knowledge of infrastructure operations, server technologies, operating systems and enterprise IT environments.
• Familiarity with monitoring, alerting and system observability tools used to assess infrastructure health and performance.
• Understanding of incident response, escalation frameworks, change control and operational risk management.
• Ability to interpret technical alerts and monitoring information, investigate faults and recognise abnormal system behaviour.
• General knowledge of server hardware, Windows and/or Linux operating systems, networking principles and infrastructure interdependencies.
• Ability to collect technical evidence, assist with fault analysis and communicate findings in a clear and structured manner.
• Strong organisational skills, with the ability to manage competing priorities and respond appropriately to time-critical issues.
• Effective written and verbal communication skills, including the ability to collaborate with technical teams across different functions.
• Sound judgement when working within established procedures, particularly when assessing operational risks and escalation requirements.
• Competence in maintaining technical records, operational instructions and incident documentation.
• Flexibility to support shift handovers, operational coverage and on-call duties as required.

Skills/Must Have:

• Approximately 2–5 years of experience in infrastructure support, production operations, server administration, technical operations or a related discipline.
• Practical experience monitoring systems, responding to alerts and investigating infrastructure or service-related issues.
• Ability to carry out routine operational responsibilities with minimal supervision while following established processes.
• Experience working with technical teams to investigate incidents, support service recovery or coordinate planned maintenance.
• Strong documentation and communication skills, with the ability to provide clear operational updates to relevant stakeholders.
• Comfortable working in a structured, service-critical environment where reliability, accountability and adherence to procedures are important.

Desirable Skills:

• Exposure to infrastructure monitoring, event management or observability solutions.
• Familiarity with enterprise server environments, operating systems and supporting infrastructure technologies.
• Knowledge of IT service management principles, including incident, problem and change management.
• Experience contributing to operational reporting, service reviews or process improvement programmes.
• Previous use of technical procedures, maintenance plans, operational guides or troubleshooting runbooks.
• Mandarin language proficiency, including spoken communication and reading, would be beneficial.
• Experience supporting distributed teams or operating within a regional or international service environment.

Salary:

• €56,000 per annum