Technical operations analyst

Job Requirements Exposure to Private and public cloud platforms (AWS, Azure, GCP)

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

Shift & Operational Excellence

Work in a 24x7 shift-based environment

Adhere to operational procedures, compliance, and audit requirements

Support change, release, and maintenance activities as per the schedule

Required Skills & Qualifications Technical Skills

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).

Soft Skills

Strong communication and documentation skills

Ability to work under pressure in a fast-paced operations environment

Customer-focused mindset with attention to detail

Willingness to learn and grow in IT operations

Work Experience 5-7Years