GIRC Analyst
Jolera
GIRC Analyst
Jolera
Global IT systems integration and security
Jolera · Colombo, Sri Lanka · Full-time · Posted 2026-09-03
Workplace: on_site
Department: Global Intelligence Response Center
Who We Are
Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clents. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide.
We’ve helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.
This is an in-office job.
The Systems Support Professional serves as the frontline ambassador of Jolera, playing an essential role in delivering best-in-class technical resolutions to our customers and their employees or members. This position is essential to ensure a seamless support experience, marked by responsiveness, expertise, and a commitment to service excellence.
Job Purpose:
The GIRC Analyst ensures optimal performance, swift detection of issues, and prompt response to networking, systems, and security incidents of Jolera clients' IT Infrastructures. This individual is responsible for being the first line of defense: monitoring, troubleshooting, and responding to both networking, systems, and security incidents.
Key Responsibilities:
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.
Key Performance Indicators (KPIs):
SLA compliance (%)
Customer satisfaction (CSAT score)
Ticket response and resolution time
Quality of service vs error rate
Work Environment & Conditions:
Weekly shift rotation schedule with 2 or more days off
Working hours 07:00-16:00, 15:00-00:00, 23:00-08:00
Fully on-site model
Who You Are
Education & Certifications:
Experience:
Technical Skills:
Enterprise Backup Solutions
Endpoint Detection and Response (EDR) Solutions
Soft Skills:
Tools/Software:
What We Offer
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.
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Jolera is a Global Systems Integrator that focuses on transforming IT operations into secure, efficient environments. It offers services through a diverse team of over 500 professionals across 24 countries, combining global reach with localized expertise. Jolera helps clients (and its own team) pursue a dynamic, collaborative work environment where innovation and growth are prioritized. The company’s approach centers on delivering IT operation improvements, security, and efficiency by leveraging its global-scale capabilities and local insight. Compared with competitors, Jolera differentiates itself through its international footprint paired with local know-how, enabling tailored, scalable IT solutions. Its goal is to help organizations and teams optimize IT operations to be secure, efficient, and capable of supporting growth.
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