Senior Associate - Platform Support

We are looking for an enthusiastic and technically driven Platform Support Associate (L1/L2) to join our Cloud Platform & Client Ops Support Team. This role focuses on providing end-to-end platform support across multiple clouds such as AWS, Azure, and ZS proprietary applications (ZAIDYN suite), with a strong emphasis on incident resolution, automation, access management, and process optimization through ServiceNow. You will work closely with internal technology teams, enterprise IT, and global client users across multiple geographies (US, EUCAN, LATAM,META, China, Japan) to ensure seamless operations and proactive support for our data, analytics, and cloud platforms.

• Incident & Request Management

• Manage incoming support tickets through ServiceNow (L1/L2 queue) for AWS, Azure, and ZAIDYN platforms.
• Perform triage, troubleshooting, and resolution of user access, platform configuration, and performance issues.
• Escalate complex technical issues to L3 or Product Engineering teams as required.
• Maintain detailed incident documentation, root cause notes, and ticket hygiene.

• Cloud & Platform Operations

• Perform AWS workspace decommissioning and dormant user cleanup.
• Monitor AWS Redshift alerts, EC2 utilization, and automate purging of large data tables.
• Manage IAM and role-based access controls in AWS, Azure, and internal tools.
• Maintain platform configurations and environment validation for DR (Disaster Recovery) activities.
• Trigger and monitor data pipelines (AWS Glue, Azkaban) and validate job completions.

• ZAIDYN Product & BI Tool Support

• L1/L2 support for ZAIDYN Data Hub, Business Planner, Commercial Platform, and other analytics products.
• Execute configuration requests (Cluster setup, Artifact enablement, Checksum & Token generation).
• Manage user provisioning for analytical and BI tools Tableau, MicroStrategy, Posit Workbench, Alteryx, and SQL Workbench.
• Support dashboard migration, licensing, and application upgrade coordination.

• Automation & Continuous Improvement

• Identify repetitive tasks and drive automation through PowerShell/Python scripting.
• Partner with CCOE and Enterprise IT teams for process optimization, monitoring, and alert automation.
• Maintain and enhance custom ServiceNow forms, workflows, and triaging rules.

• Governance & Reporting

• Conduct monthly user reconciliation and access audits across HiSec and client domains.
• Generate usage, performance, and compliance reports for Redshift, EC2, and user access.
• Participate in platform upgrade validations and new client onboarding initiatives.

• Bachelors degree in computer science, Information Technology, or related field.
• 2-5 years of experience in IT Operations, Cloud Platform Support or Client Ops Support (L1/L2).
• Good understanding of AWS services like (IAM, Redshift, S3, EC2, Workspaces, AppStream, CloudWatch) and Azure IAM.
• Experience with ServiceNow, case/incident management, and knowledge base documentation.
• Experience administering in BI analytics and integration tools (Tableau, MicroStrategy, Alteryx, Posit Workbench).
• Strong SQL, basic Linux, scripting in at least one: Python or PowerShell.
• Exposure to Bitbucket, Git, and data pipeline orchestration tools (Azkaban, AWS Glue).
• Proven customer service orientation, clear written/verbal communication, and problem-solving skills.

How youll grow:

• Cross-functional skills development & custom learning pathways
• Milestone training programs aligned to career progression opportunities
• Internal mobility paths that empower growth via s-curves, individual contribution and role expansions.