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

Work arrangement
No