IT Ops Agent

TopManage - SAP Gold Partner

. Handle incidents involving Cloud Services and customers’ On-Premises environments .

Posted 10/15/2026full-timePanama • Pennsylvania • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates in-depth knowledge of operating systems, networking, and virtualization, with strong skills in incident management and customer support. Proficient in automation, monitoring tools, and project management methodologies to ensure efficient service delivery.

Highest-signal resume keywords

Operating Systems KnowledgeNetworking SkillsVirtualization ManagementAutomation and Scripting ToolsIncident Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

WindowsLinuxRoutingSwitchingVPNsFirewallsSQLVirtual MachinesStorage Area NetworksTroubleshooting

Soft Skills

CommunicationTeamworkInitiativeLogical ThinkingAdaptability

Tools & Technologies

AnsiblePuppetBashNagiosPrometheusGrafanaSAP Business OneMicrosoft DynamicsSageWindows Server

Industry Keywords

Cloud ServicesIncident ResponseProject ManagementAgileScrum

Tech Stack

Tools & technologies

AnsibleCloudERPFirewallsGrafanaLinuxPrometheusPuppetSQL

About the role

Key responsibilities & impact

Handle incidents involving Cloud Services and customers’ On-Premises environments
Provide an immediate response to situations that cause system outages or service loss for customers
Identify the root cause of issues across different layers
Find ways to prevent incidents from recurring
Handle and follow up on internal and external customer requests
Route requests to the appropriate departments when necessary
Support other team members
Track the progress of each request
Execute activities agreed upon with the customer

Requirements

What you’ll need

In-depth knowledge of operating systems, including Windows and Linux
Knowledge of networking, including routing, switching, VPNs, and firewalls
Solid knowledge of disk storage and Storage Area Networks (SANs)
Knowledge of virtualization, including the creation, maintenance, and management of virtual machines
Knowledge of automation and scripting tools, such as Ansible, Puppet, and Bash
Knowledge of monitoring and analysis tools, such as Nagios, Prometheus, and Grafana
Knowledge of security, including firewalls, authentication, encryption, and antivirus protection
Knowledge of project management methodologies, such as Agile and Scrum
Strong communication skills, teamwork, initiative, logical thinking, and adaptability
Advanced SQL querying skills are desirable
Experience administering cloud platforms is desirable
Experience troubleshooting hardware is desirable
Experience providing software support for maintenance, installation, and troubleshooting is desirable
Experience with ERP systems, such as SAP Business One, Microsoft Dynamics, Sage, or similar platforms, is desirable
Experience with Windows Server, SUSE Enterprise Linux, SQL Server, and HANA is desirable