IT Operation Analyst (L2 Support)

You will be working as an IT Operation Analyst (L2 Support) at Intellismith, a startup aiming to tackle India's employability challenges by shifting to a product-focused approach. Your role involves supporting a project for a renowned consulting firm specializing in technology, risk, compliance, and internal audit. Key Responsibilities: - Monitor IT infrastructure utilizing EMS tools like Zabbix, SolarWinds, Nagios - Perform basic troubleshooting and escalate issues following SOPs - Log, track, and manage incidents using ITSM tools such as ServiceNow and BMC Remedy - Collaborate with internal teams/vendors to resolve issues - Analyze and address escalated alerts through advanced troubleshooting - Conduct root cause analysis (RCA) for recurring issues - Configure/tune EMS tools, thresholds, and event correlation rules - Coordinate with infra teams for issue resolution and system integration - Document SOPs, RCAs, and contribute to L1 knowledge base - Generate performance/incident trend reports and support audits - Maintain EMS tools including patching, role access, and backups Qualifications Required: - 3-6 years of experience working with EMS tools - B.E./B.Tech in Computer Science or Information Technology - Proficiency in EMS tools (e.g., Zabbix, SolarWinds, Nagios) - Strong familiarity with ITSM/ticketing platforms (ServiceNow, BMC Remedy) - Experience in system performance monitoring, alert tuning, and event correlation - Ability to troubleshoot infrastructure issues (server, network, application) at L1 & L2 levels - Understanding of RCA, SOPs, reporting, and compliance practices - Knowledge of ITIL standards and change management processes,