IT Specialist 24/7 - OP02240-01

Dev.Pro is a global team of IT professionals helping tech companies scale their business through software engineering expertise. Operating as a remote-first company, their developers work across 55+ countries on five continents, delivering high-quality engineering for projects of any size or complexity. The company partners worldwide across fintech, retail, hospitality, and beyond, focusing on clear communication and adaptability.

• 2+ years of IT support and incident management experience, including triage, prioritization, and escalation
• Experience with monitoring and observability tools (Datadog, LogicMonitor, or similar)
• Ability to navigate dashboards and perform log correlation
• Solid understanding of DNS, load balancing, and HTTP/HTTPS protocols
• Advanced English communication skills (written and verbal)
• Clear communication with technical teams and stakeholders during incident response
• Ability to manage multiple priorities in fast-paced environments
• Strong analytical and problem-solving skills with a methodical approach to troubleshooting
• Strong sense of ownership and accountability with the ability to stay calm and organized during critical incidents
• Disciplined approach to following operational processes and maintaining 24/7 shift coverage
• Self-motivation with the ability to adapt and learn quickly
• Understanding of security best practices (access control, data protection, phishing prevention, security policy compliance)

Nice to have:

• Experience with ServiceNow and/or Jira Service Management
• Experience using Slack or Microsoft Teams in a support environment
• Experience in Help Desk, NOC, SOC, or L1/L2 technical support roles
• Familiarity with AWS and Azure
• Familiarity with Kubernetes and Docker
• Exposure to PostgreSQL, MySQL, and Amazon RDS
• Familiarity with GitHub Actions, Bitbucket, and Amazon SQS

• Monitor system health using Datadog, LogicMonitor, or similar observability and monitoring tools
• Analyze logs, metrics, and traces to determine incident scope and impact
• Manage the incident lifecycle, including triage, prioritization, and escalation coordination
• Document and track incidents in ServiceNow and Jira Service Management
• Coordinate with application and development teams, providing initial technical analysis to support faster resolution
• Communicate clear, concise incident updates, translating technical status into actionable information
• Maintain accurate incident records and provide structured shift handovers to incoming analysts

The work follows a rolling 3 days on / 3 days off pattern (8-hour shifts), synchronized with the Eastern Standard Time (EST) timezone. The role requires maintaining 24/7 client coverage. Candidates must submit a CV in English and proceed through intro call, interview, and offer stages.