Who We Are
Jolera stands as a distinguished multinational Global Systems Integrator (GSI), a vanguard in delivering comprehensive and bespoke IT solutions to a diverse clientele, encompassing both direct customers and channel partners across the globe. We are driven by a commitment to excellence, leveraging a team of over 550 highly skilled professionals to design, implement, and manage technology systems that are not only effective and competitive but also scalable and value driven. Our comprehensive suite of services includes the creation of customized technology solutions tailored to specific business needs, in-depth IT assessments and strategic planning, meticulous IT device and infrastructure management, robust data backup and recovery solutions, seamless cloud and on-premise migrations, enterprise-grade security services, and round-the-clock, 24/7/365 quad-lingual end-user support. At Jolera, we believe in empowering organizations worldwide with innovative and reliable IT solutions, and we invite you to join us in this mission.
General Summary:
The GIRC POD Analyst ensures optimal performance, swift detection of issues, and prompt response to networking, systems, and security incidents of Jolera enterprise-level clients. This individual is responsible for being the first line of defense: monitoring, troubleshooting, and responding to both networking, systems, and security incidents.
Essential Duties and Responsibilities:
The GIRC POD Analyst position is a key contributor in the success of managing our client’s networks and security. Performs incident triage, escalation, and resolution within defined SLAs while maintaining accurate documentation.
Collaborates with the team to enhance processes and deliver high-quality support of Jolera enterprise-level clients.
Knowledge, Skills, and/or Abilities Required:
- Monitor security alerts from endpoint protection, firewalls, and SIEM tools.
- Analyze and triage security alerts and incidents to determine their root cause Identify potential threats like failed login attempts, malware detections, or policy violations.
- Monitor network devices (firewalls, switches, access points) for health and connectivity
- Respond to alerts related to link failures, high latency, and unusual outbound traffic.
- Monitor server uptime, performance, and infrastructure related alerts.
- Check status of scheduled tasks, backup jobs, and patch deployments.
- Follow up and escalate issues related to networking, systems, and cybersecurity issues within internal SLAs.
- Collaborate with team members to improve internal processes and documentation.
- Deliver high standard customer service, ensuring internal and external stakeholders are kept informed.
Expected Outcomes:
- Success in the GIRC POD Analyst position will be based on your ability to meet or exceed our client’s expectations and by exceeding the SLA (Service Level Agreements) put in place for the various agreements.
- GIRC POD Analyst will be graded on the profitability of the client agreements and on the quantity of closed tickets, speed of ticket closure and first-time ticket resolution.
What We Offer
- Competitive compensation package
- Competitive benefits package
- Company Perks, Good Life gym, and various brand discounts
- Company events, recognition, and celebrations
- Career development and growth opportunities
At Jolera, we are committed to creating a diverse, equal and inclusive. Our goal is to attract and retain the best talent while embracing diversity in all its forms. We value and respect differences in ethnic background, gender, age, religion, identity, disability, or any other characteristic protected by applicable law.