Information Technology Support Engineer

Senior Monitoring Analyst (Contractor) - New Zealand (24x7 Operations) An established Irish global managed services provider is seeking an experienced Senior Monitoring Analyst (Contractor) based in New Zealand to support 24x7 global operations , delivering proactive monitoring and managed services to customers across multiple regions. This is a hands-on technical contract role focused on real-time monitoring, alert triage, proactive remediation, and escalation across customer environments. The successful candidate will play a key role in preventing service disruption by identifying issues early, resolving them quickly, and ensuring effective handover to downstream resolver teams when required. The engagement operates as part of a 24x7 shift rota aligned with global service coverage , ideally suited to a contractor working New Zealand hours as part of a follow-the-sun support model . Key Responsibilities Provide continuous monitoring of customer environments including servers, endpoints, network devices, and Microsoft cloud services. Triage alerts from monitoring and RMM platforms , distinguishing between events, incidents, and false positives. Prioritise and respond to alerts based on severity, impact, and SLA requirements . Ensure accurate ticket logging, categorisation, and documentation within the service management platform. Perform first- and second-line investigation and remediation of monitoring alerts. Resolve common operational issues such as: Disk space and resource exhaustion Service and monitoring agent failures Escalate incidents to Infrastructure, Network, Security, or Service Desk teams with clear diagnostics and supporting context. Assist the patch management team with out-of-hours patching activities. Monitor and manage backup-related alerts and incidents . Proven experience working in a 24x7 NOC, monitoring, or IT operations environment . Strong understanding of ITIL practices , particularly Event Management and Incident Management . Hands‑on experience with monitoring or RMM platforms (e.g., N-able or equivalent). Solid technical knowledge of: Windows servers and endpoints Core infrastructure concepts (CPU, memory, disk, services) Microsoft 365 service health and availability Comfortable working in a shift-based 24x7 operational environment . Experience with automated remediation or scripting within monitoring platforms. Exposure to security-related alerts (e.g., AV/EDR health checks, failed login activity, agent monitoring). Previous experience within an MSP or SLA-driven managed services environment . Experience working with Fortinet security platforms . ITIL Foundation certification or equivalent. Relevant industry certifications such as AZ-104, VCP, NSE4 , or similar. Key Attributes Calm, methodical, and decisive under pressure. Strong analytical and troubleshooting skills. High attention to detail with a strong sense of ownership. Clear communicator, especially during incident escalation and shift handovers . Proactive mindset with a focus on service quality and continuous improvement . #J-18808-Ljbffr