Associate Technical Analyst

About The Opportunity

Primary (standardized) title:

Location:

Workplace:

• Provide L1/L2 technical support for applications and infrastructure: intake, diagnose, and resolve incidents within SLA and escalate complex issues appropriately.
• Perform hands-on troubleshooting across Linux/Windows servers, application stacks, and SQL databases to restore service and identify root causes.
• Monitor alerts and system health using monitoring tools; triage alerts, execute runbooks, and confirm incident closure with stakeholders.
• Manage tickets in ServiceNow/Jira: maintain accurate logs, update status, communicate progress to users, and ensure timely resolution.
• Create and maintain runbooks, knowledge-base articles, and operational checklists to reduce repeat incidents and accelerate onboarding.
• Contribute to post-incident reviews and process improvements to strengthen operational resilience and reduce mean time to resolution (MTTR).
  

Skills & Qualifications

Must-Have

• 1–3 years of hands-on experience in technical support or analyst roles with L1/L2 incident management and troubleshooting.
• Strong practical skills with Linux and Windows servers plus working knowledge of SQL for diagnostics and simple queries.
• Experience with ticketing systems (ServiceNow or Jira), monitoring/alerting tools (Nagios/Datadog/Prometheus or equivalent), and working within SLA/ITIL frameworks. Clear verbal and written communication. Must be available to work on-site in India.
  

Preferred

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• Basic scripting skills (Python, Bash, or PowerShell), familiarity with cloud fundamentals (AWS/Azure) and networking basics (TCP/IP, DNS).
• Certifications such as ITIL Foundation, CompTIA Network+, or vendor-specific IT support credentials are a plus.
  

• On-site, collaborative environment with hands-on mentorship and clear technical growth paths.
• Opportunities to upskill on cloud, automation, and monitoring platforms plus cross-functional exposure.
• Competitive compensation, paid time off, and a focus on operational excellence and employee development.