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Analyst, IT Service Operations - India

1.00 to 2.00 Years   Hyderabad / Secunderabad, Telangana,India   25 Jun, 2023
Varite India Private Limited
Job LocationHyderabad / Secunderabad, Telangana,India
EducationNot Mentioned
SalaryNot Mentioned
IndustryIT / Computers - Software
Functional AreaIT
EmploymentTypeFull-time

Job Description

Description:REPONSIBILITIES

  • Troubleshoots low-to-moderate technical problems within acceptable service levels, often with assistance from teammates
  • Communicates primarily within functional teams to provide problem resolution updates
  • Strives to understand and leverages technical and incident communication structure
  • Utilizes internal resources and teammates to investigate technology and comprehend procedures
  • Monitors and reacts to output from tools and monitoring systems and applies information to outages and
Additional Details
  • This req is for IT L1/L2 ACC support (24/7 support queue).
  • As a Analyst, IT Service Operations, the candidate will be responsible for providing L1/L2 production support for large enterprise systems and applications and with opportunities to work on Site Reliability Engineering initiatives.
  • Candidate will work with Sales Operations team from different regions on providing solutions for any issues, incidents, requests and tasks on Sales applications and tools.
  • You will be making use of different monitoring tools like Catchpoint, Splunk, Dynatrace, etc., in addition to analytical skills to proactively identify any issues.
  • Investigate, diagnose and resolve incidents to restore a failed IT Service as quickly as possible and within the specified SLA .
  • Document troubleshooting steps, service restoration details and create knowledge articles as required.
  • Apply business impact analysis techniques to evaluate impact of high severity problems, or potential impact of proposed changes.
  • Participate and act in lead in critical/major incident management (Sev 1 & 2), problem management and change management processes.
  • Act independently under general direction and perform system-wide root cause analysis and drive improvements.
  • Work with Business and IT teams, globally, and across cultural boundaries. Propose and implement systems enhancements that will improve its reliability and performance.
Essential Requirements:
  • Bachelors degree in Computer Science or Electronics &Communications or IT or related fi elds involving software and systems engineering.
  • 2+ years experience in technology domain in large enterprises which includes 1 year experience in Production Systems Monitoring and Systems Engineering from support perspective using ServiceNow or similar tools.
  • Experience in production support or Site Reliability Engineering in problem solving Production issues in large enterprises and/or Experience L1/L2/L3 Support, Incident Management, Problem Management, Root Cause Analysis.
  • Experience in Salesforce (Classic/Lightning) domain.
  • Experience in various R-DBMS tools and exposure to full stack development on Microsoft .Net and related platforms and/or programming skills .
  • Ability to work in rotational shifts (including weekends).
Desirable Requirements:
  • Experience in proactive monitoring of production infrastructure of distributed systems in a large enterprise setup on tools like Catchpoint, Dynatrace, Splunk, Mongo DB Admin.
  • Knowledge of client/server networks.
  • ITIL v3/v4 certification.
  • Good communication skills.

Keyskills :
ServicenowSalesforceR-DBMSMicrosoft .NET

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