IT Monitoring & Ticketing Support Specialist (Zabbix / Jira)
Mortgage House · North Sydney, New South Wales, AU
We are seeking a disciplined and process-driven IT Monitoring & Ticketing Support Specialist to support our operational environment. This role is strictly fo...
Job description
We are seeking a disciplined and process-driven IT Monitoring & Ticketing Support Specialist to support our operational environment. This role is strictly focused on monitoring, ticket management, and process adherence . It is not a technical engineering or analytics role. The primary objective is to ensure consistent monitoring, accurate ticket handling, and strict adherence to defined runbooks and escalation procedures . Key Responsibilities: 1. Monitoring (Zabbix) 2. Ticket Management (Jira / JSM) 3. Triage & Escalation 4. Process & Runbook Adherence - Monitor system alerts and events using Zabbix - Identify and track incidents based on predefined triggers - Ensure alerts are properly acknowledged and followed up - Escalate issues according to defined procedures - Manage ticket intake, triage, and classification - Ensure tickets are:Logged correctlyCategorized accuratelyUpdated consistently - Track tickets through the full lifecycle:Open → In Progress → Escalated → Resolved → Closed - Maintain strong ticket hygiene and discipline - Perform initial assessment of issues based on alerts and tickets - Follow runbooks to determine next steps - Escalate to the appropriate team when re...