Technical Support Analyst

Job Role: Technical Support Analyst I Experience: 3–5 Years Location: Hyderabad, India Work Mode: Work from Office 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. 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