Associate Technology Operations Analyst
Software
We are seeking an Associate Technology Operations Analyst to join our Global Operations team in Bangalore. The role is responsible for providing first-line technical and operational support across infrastructure, applications, and monitoring platforms, ensuring high availability and timely incident resolution in a 24x7 environment.
About You – experience, education, skills, and accomplishments
- Bachelor's degree in computer science, Information Technology, or related field
- 0.6– 03 years of experience in IT operations, service desk, or infrastructure support
- ITIL Foundation certification is a plus
- Exposure to Private and public cloud platforms (AWS, Azure, GCP)
- Experience in 24x7 Global Operations / NOC / SOC environment
- Understanding of SLAs, OLAs, and KPIs
It would be great if you also have:
- Experience with cloud data warehouses such as Snowflake, Data Bricks, BigQuery, or Amazon Redshift.
- Familiarity with tools such as dbt, Airflow, Fivetran, and Segment.
- Experience working with event-driven or semi-structured data (JSON, logs, clickstream).
- Exposure to BI and visualization tools (Power BI, Tableau, SAP BusinessObjects).
- Familiarity with AWS, Azure, or GCP, including data governance and security best practices.
- Basic understanding of ITIL processes (Incident, Request, Change, Problem, Event Management)
- Knowledge of Windows/Linux environments
- Familiarity with monitoring tools (Datadog, Centreon, Pingdom, Zabbix, SolarWinds, etc.)
- Experience with ITSM tools such as ServiceNow, PagerDuty, or equivalent
- Basic networking concepts (TCP/IP, DNS, HTTP/S
What will you be doing in this role?
IT Operations & Support
- Provide Level 1 and 1.5 support for infrastructure, applications, and end-user issues following ITIL best practices
- Monitor alerts and events using enterprise monitoring tools (e.g., Centreon, Pingdom, Datadog, Zabbix, or similar platforms)
- Perform initial incident triage, diagnosis, resolution, and escalation as per defined SLAs
- Log, track, and update incidents, requests, and changes in the ITSM tool (ServiceNow or equivalent)
Incident & Request Management
- Manage incident, service request, and event tickets end-to-end at L1
- Identify recurring issues and escalate to L2/L3 teams with detailed documentation
- Initiate and participate in Major Incident bridges as required and provide timely updates
- Ensure accurate and timely communication with stakeholders
Monitoring & Alert Management
- Own and manage monitoring alerts, validate false positives, and take appropriate action
- Perform routine health checks and proactive monitoring activities
- Ensure monitoring dashboards are accurate and updated
Documentation & Knowledge Management
- Create and update knowledge base articles, SOPs, and runbooks
- Follow validation and standardization processes for documentation
- Contribute to continuous service improvement initiatives