Role
-
Event & Observability Analyst or NOC Analyst or Product Support Analyst

Location:
Santiago, Chile — Remote / Hybrid

Experience Level:
2-3 years · Junior / Semi Senior

About the Role

Monitor observability platforms 24×7, validate alerts, and escalate incidents to resolver teams. Entry-to-mid-level role adecuado for candidates with NOC / SOC / monitoring background looking to grow into modern observability engineering.

Key Responsibilities
- Monitor multiple observability platforms — Grafana, Dynatrace, OpenObserve, Catchpoint, Quantum Metric, Nagios
- Validate alerts — analyze impact using dashboards, logs, traces, metrics
- Distinguish real incidents from false positives; reduce noise
- Escalate to resolver teams via ServiceNow, xMatters, Teams
- Maintain alert bitácora with high quality
- Follow runbooks and propose calibration improvements
- Support programmed activities (peak events, DR tests, releases)




- Handle rotating shift coverage — day, evening, or weekend as assigned

Required Qualifications
- 1-3 years in NOC, SOC, IT monitoring, or observability operations
- Hands-on with at least 2 of: Grafana, Dynatrace, Nagios, Vigia, OpenObserve, Catchpoint, Quantum Metric
- Basic SQL / query skills
- Familiar with ITSM tools (ServiceNow ideal)
- Comfortable with 24×7 shift rotation

Nice to Have
- ITIL 4 Foundation
- Python or PowerShell scripting basics
- Retail, e-commerce, or high-transaction environment exposure
- Familiarity with Adobe Analytics, Google Analytics, or similar digital experience tools

Language Requirements

• English:
Intermediate (B2) — required for at least 1 analyst per shift (bilingual coverage mandatory per RFP)

• Spanish:
Native

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