Job Role: Technical Support Analyst I
Experience:
3–5 Years
Location:
Hyderabad, India
Work Mode:
Work from Office
Shift:
24×7 Rotational Shifts
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.
Key Responsibilities
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
Required Skills & Qualifications
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
Preferred Qualifications
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)
Good to Have
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
Why Join Us
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
