Technical Support Operations Analyst

Title: Operations Analyst II

Location: Bangalore, India

Position Summary: Candidate will be part of team responsible for the troubleshooting and maintenance of application workloads in multiple cloud environments. Candidate will be responsible for monitoring dashboards and responding to network, application and infrastructure alerts. Candidate will be involved in the management of ticket-based work. There will also be management of communications via phone and email to and from third-party vendors, data-processing vendors, and financial institutions.

Key Areas of Responsibility:

• Monitor, maintain & troubleshoot Candescent SaaS products and offerings (Level 2).
• Lead application and network troubleshooting. This includes working with Network Engineering and Incident Management teams to drive issue resolution.
• Monitor dashboards, respond to application and network alerts, and manage a ticket queue.
• Manage communications via email and respond to phone calls from third-party vendors, internal teams, and financial institutions.
• Document standard operating procedures.
• Assist peer analysts with network specific issues.
• Train and mentor junior members of the team.

Basic Qualifications:

• Bachelors degree in computer science/information technology or equivalent experience
• Superior written and verbal communication skills
• Application support experience in the cloud (GCP, AWS, and/or Azure)
• Troubleshooting complex production issues (application, network, infrastructure)
• Observability tool experience (Dynatrace, SolarWinds, GCP, etc.)

Preferred Qualifications:

• Experience in the Banking/FinTech Industry
• Experience with Palo Alto and/or Fortinet appliances
• Expertise in implementing and troubleshooting Network connectivity
• Experience with management and coordination of dedicated circuits
• Experience with VPNs and High-Availability network setups