IT Monitoring & Ticketing Support Specialist (Zabbix / Jira)

We are seeking a disciplined and process-driven IT Monitoring & Ticketing Support Specialist to support our operational environment.

This role is strictly focused on monitoring, ticket management, and process adherence. It is not a technical engineering or analytics role.

The primary objective is to ensure consistent monitoring, accurate ticket handling, and strict adherence to defined runbooks and escalation procedures.

Key Responsibilities

1. Monitoring (Zabbix)

• Monitor system alerts and events using Zabbix
• Identify and track incidents based on predefined triggers
• Ensure alerts are properly acknowledged and followed up
• Escalate issues according to defined procedures

2. Ticket Management (Jira / JSM)

• Manage ticket intake, triage, and classification
• Ensure tickets are:Logged correctlyCategorized accuratelyUpdated consistently
• Track tickets through the full lifecycle:Open → In Progress → Escalated → Resolved → Closed
• Maintain strong ticket hygiene and discipline

3. Triage & Escalation

• Perform initial assessment of issues based on alerts and tickets
• Follow runbooks to determine next steps
• Escalate to the appropriate team when required
• Ensure proper handover with complete and accurate information

4. Process & Runbook Adherence

• Strictly follow documented procedures and workflows
• Ensure all actions are aligned with operational standards
• Avoid deviation from defined processes
• Maintain clear and auditable records in Jira

Requirements

• Experience in IT Support / IT Operations (L1–L2)
• Hands-on experience with:Ticketing systems (Jira, JSM, or similar)Monitoring tools (Zabbix or equivalent)
• Strong attention to detail and process discipline
• Ability to follow structured workflows and escalation paths
• Good written communication for ticket updates and documentation

What We’re Looking For

• Highly process-driven and disciplined
• Strong focus on consistency and accuracy
• Comfortable with repetitive operational tasks
• Reliable and responsive

Application Requirements

Please include:

1. Brief summary of relevant experience
2. Tools used (Zabbix, Jira, or similar)
3. Example of handling monitoring alerts or ticket workflows