Senior Monitoring Analyst

Role Overview

This contract role is for an experienced Senior Monitoring Analyst based in New Zealand, supporting around-the-clock global operations for an established Irish managed services provider. The position is focused on live monitoring, alert handling, proactive problem resolution, and escalation across customer environments spanning multiple regions.

The work is hands-on and technical, with a strong emphasis on spotting issues early, reducing service disruption, and passing well-documented cases to the appropriate resolver teams when needed. The role is part of a 24×7 shift rota aligned to worldwide service coverage and is best suited to a contractor working New Zealand hours within a follow-the-sun support model.

Responsibilities

• Continuously watch over customer systems, including servers, endpoints, network equipment, and Microsoft cloud services.
• Review alarms raised by monitoring and RMM tools, separating genuine incidents from routine events and false triggers.
• Assess incoming alerts by urgency, business impact, and SLA commitments.
• Record tickets accurately, including proper categorisation and supporting notes in the service management platform.
• Carry out first- and second-line investigation and remediation for monitoring alerts.
• Handle common operational faults such as storage exhaustion, resource pressure, service or monitoring-agent failures, and performance issues.
• Escalate incidents to infrastructure, network, security, or service desk teams with clear technical detail and relevant context.
• Support out-of-hours patching work alongside the patch management team.
• Track backup-related warnings and incidents and take appropriate action.

Requirements

• Demonstrated background in a 24×7 NOC, monitoring, or IT operations setting.
• Good working knowledge of ITIL, especially Event Management and Incident Management.
• Practical experience using monitoring or RMM platforms such as N-able or a similar solution.
• Strong technical understanding of Windows servers and endpoints.
• Comfort with infrastructure fundamentals such as CPU, memory, disk usage, and services.
• Familiarity with Microsoft 365 service health and availability monitoring.
• Ability to work effectively in a shift-based, 24×7 operational environment.
• Useful to have: experience with automated remediation or scripting in monitoring tools.
• Useful to have: exposure to security alerts such as AV/EDR health checks, failed login activity, and agent monitoring.
• Useful to have: previous work in an MSP or SLA-driven managed services environment.
• Useful to have: experience with Fortinet security platforms.
• Useful to have: ITIL Foundation or an equivalent certification.
• Useful to have: qualifications such as AZ-104, VCP, NSE4, or comparable industry certifications.

Key Attributes

• Steady, structured, and decisive when operating under pressure.
• Strong problem-solving and analytical ability.
• Careful attention to detail and a strong sense of accountability.
• Clear and effective communication, particularly during incident escalations and shift handovers.
• Proactive approach with a focus on service quality and continuous improvement.

Additional Information

This is a contractor position in Auckland, New Zealand, with onsite working. The engagement supports 24×7 operations and follows a shift rota aligned to global coverage. Interested candidates were asked to share a CV or call for a discussion.