Associate Analyst, Service Operations

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.  EEO/AA/M/F/Disabled/Vets

Job Description :

Work in rotational shifts to provide 24/7 monitoring of the IT infrastructure.
Monitor the IT Infrastructure with various monitoring tools for example (BMC Truesight, AWS Cloudwatch, Newrelic, Cacti, Splunk etc.).
Analyze, acknowledge & record each & every alert in the monitoring tools & handle the alerts as per their impact by creating tickets against them in the ITSM tool
Execute SOPs for quick resolution to incidents
Good communication and analytical skills
Escalation & Notification to the relevant teams & stakeholders to ensure SLA compliance & minimal impact to end customer (s).
Strict adherence to the specified response & resolution timelines mentioned in SLA. (Resolution includes where level 1 troubleshooting is in DC OPS scope.
Act as a trigger for the critical incident management process by involving the technical & incident management team. (1.) Ensure adherence to the published compliance frame work.
To prepare business requirement documents for automation/enhancement of the Process(es), lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to.  
 

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