Technical Support Analyst

Job Description

Shift: 24×7 Rotational Shifts

Immediate joiners Only

Role Overview

The Command Center provides 24/7 operational support for critical business services and technology platforms. As a Technical Support Analyst I, you will be responsible for real-time monitoring and support of applications, infrastructure, and network systems across a hybrid cloud environment.

This role requires strong incident management capabilities, proactive monitoring, and collaboration with cross-functional teams to ensure high system availability and timely resolution of issues. You will play a key role in maintaining service reliability by identifying, troubleshooting, and resolving incidents impacting production systems.

• Monitor applications, servers, databases, networks, and batch systems in real time
• Identify, log, categorize, and prioritize incidents based on impact and urgency
• Perform initial triage and support incident resolution, including basic remediation actions
• Coordinate and support Major Incident and Priority Incident management processes
• Facilitate incident bridge calls with internal technical teams and stakeholders
• Track, document, and update incidents and resolutions in ticketing systems (e.g., ServiceNow, Helix)
• Follow ITIL-based Incident and Change Management processes
• Collaborate with cross-functional teams to restore services within defined SLAs
• Support high-availability environments operating in a 24/7 model
• Assist with system maintenance notifications and outage communications
• Troubleshoot issues across infrastructure layers, including network, server, and application components
• Perform basic operational tasks such as restarting services and validating system health

• Strong analytical and problem-solving skills with attention to detail
• Ability to follow defined processes, procedures, and escalation protocols
• Good time management and multitasking abilities in a fast-paced environment
• Effective team collaboration and interpersonal skills
• Strong written and verbal communication skills
• Ability to work in rotational shifts, including weekends

• Bachelor's degree in Computer Science, IT, or related field, or equivalent work experience
• Basic understanding of networking and security concepts (TCP/IP, routing, firewalls)
• Familiarity with Windows and Linux server environments
• Exposure to networking technologies such as Cisco, Arista, or Fortinet
• Experience with ITSM tools like ServiceNow or BMC Helix
• Working knowledge of cloud platforms such as AWS or GCP
• Understanding of ITIL frameworks (Incident, Problem, Change Management)
• Proficiency in Microsoft Office tools (Outlook, Excel, Word)

• Industry certifications such as AWS, CompTIA, Cisco (CCNA), or ITIL
• Experience in production support or command center environments
• Exposure to monitoring tools and log analysis platforms

• Opportunity to work in a high-impact, mission-critical operations environment
• Exposure to modern cloud and hybrid infrastructure technologies
• Collaborative and fast-paced work culture
• Continuous learning and certification support