Title: Data Support Analyst
Location: Remote - Mexico
Duration: Long term contract / Permanent
Job Duties & Responsibilities
- Monitor network, system, and application performance across on-premises and Azure IaaS environments using tools such as Dynatrace, LogicMonitor, Databricks, and other integrated platforms
- Analyze and interpret monitoring data by building dashboards, reviewing trends, querying logs, and researching historical data to identify potential issues and proactively prevent outages
- Investigate alerts and anomalies, conducting thorough root analysis to understand triggering behaviors and determine appropriate next steps
- Manage incidents and requests using ServiceNow or similar ticketing systems to assign, track, and resolve issues efficiently
- Identify recurring problems and collaborate with cross functional teams to implement automation, selfhealing solutions, and other improvements that enhance performance and reliability
- Create and maintain documentation, including Standard Operating Procedures,
- Operations Playbooks, and Knowledge Base articles using consistent formatting and style
- Troubleshoot complex technical issues involving advanced networking, DNS, DHCP, SMTP, web/application servers, and Azure infrastructure and PaaS services
- Develop advanced PowerShell scripts to support automation and operational improvements
- Participate in root cause analysis for service interruptions and assist in recovery efforts as needed
Skills, Knowledge & Experience
- 2+ years of hands-on systems engineering experience, including work with Windows, Linux, and Azure Cloud environments
- Strong analytical and criticalthinking skills, with the ability to diagnose and solve complex technical issues
- Experience managing incidents in fastpaced or highpressure environments
- Proficiency with Dynatrace or comparable monitoring tools (required)
- Experience with ServiceNow or similar ITSM platforms
- PowerShell scripting experience or equivalent automation skills preferred
- Deep troubleshooting expertise across network, system, infrastructure, and application layers with an ability to look at the whole picture and create an understanding spanning from probable cause to end user impact
- Excellent communication skills, including the ability to translate technical information for nontechnical audiences and understand business impacts during incidents
- Strong knowledge of application and infrastructure design principles, methodologies, and problem-solving approaches
- Familiarity with ITIL 4 foundational practices
Disclaimer: i-Link Solutions Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA/M/F/Vet/Disability.
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