The IT Analyst is a frontline operations role for real time monitoring, incident detection, triage, and operational support across enterprise systems including applications, cloud services, and security.

IT Analyst will interpret alerts, troubleshoot issues, execute runbooks, escalate when needed, and ensure consistent service availability and performance across the global IT landscape.

This position requires both technical and business application knowledge and requires the ability to communicate and escalate to other IT functions to support issue resolution.

KEY RESPONSIBILITIES

Monitoring and Event Management

- Continuously monitor applications and general infrastructure using enterprise monitoring platforms.
- Analyze alerts, logs, and performance indicators to detect system degradation.
- Identify potential incidents early and initiate appropriate triage workflows.

Incident Response & Troubleshooting
- Perform first and second level diagnosis and troubleshooting across applications and security components.
- Execute documented runbooks, SOPs, and operational response steps.
- Open and manage service tickets with internal teams and third‑party vendors; perform follow‑ups, document incident details, actions taken and resolutions.

Communication & Coordination
- Act as a Single Point of Contact (SPOC) for incidents during assigned shifts, providing transparent, timely communication to operations leadership and technical teams.




- Collaborate with network, server, application, and security teams to expedite issue resolution.
- Support shift handoffs with clear documentation and verbal/written briefings. Continues Improvement & Support
- Participate in system checks, patch validation, performance validation, and routine service reviews.
- Contribute insights to reduce recurring incidents and improve processes.
- Recommend improvements to monitoring thresholds, automation opportunities, and runbook updates.
- Assist in analysis and improvements when resolving technical issues within broader IT areas.

SKILLS/KNOWLEDGE

At least 2 years working on:

- Experience providing support in SAP Basis and other SAP troubleshooting tools.
- Foundational understanding of operating systems, cloud concepts, and enterprise applications.
- Knowledge of SolarWinds, SAP SuccesFactors, SAP BW, Tivoli and Ivanti environments is a Plus
- Strong problem-solving, issue interpretation, and troubleshooting skills.
- Effective English communication (Written and Oral) and interpersonal skills
- Teamwork & Collaboration: Working effectively with others.
- Continuous learning - demonstrate the ability to learn new technologies and resolve technical problems with some training and supervision

Working Location: Distrito La Perla

Working Schedule: Presential from 22:30 hrs. to 06:45 hrs., 5 rotating days a week with 2 rotating days off

📌 Information Technology Analyst - Night Shift (Guadalajara)
🏢 Eastman Kodak
📍 Guadalajara