Technical & Business Operations Analyst

0px> In one sentence The role involves handling incidents and service requests from customers/end-users by following the standard methods and procedures of the unit. All you need is... Bachelor s degree in Computer Science, Information Systems, Business Analytics, or related field. Foundational knowledge of AWS and Azure cloud platforms. Experience with monitoring tools such as Grafana and Kibana . Familiarity with incident management platforms like PagerDuty . Strong analytical and problem-solving skills. Excellent communication skills and ability to work cross-functionally. Ability to manage multiple priorities in a fast-paced environment. What will your job look like? Candidate will perform ticket analysis, service interruption analysis, triaging of issues & follow-up with relevant teams for resolution. Candidate will ensure that all required ticket information is available for further analysis & run methods and procedures to provide resolution to known/recurring issues. Candidate will analyse alert trends, analyse root cause & provide feedback for tuning alerts and monitoring. Candidate will take part in maintenance activities & sanity checks post maintenance. Candidate will apply skills to effectively use the existing knowledge base & documentation for quick-win &first-level resolution. Candidate will perform queue management for assigning tickets to other teams & follow up for timely resolution while keeping track of SLAs. Candidate will update checklists for quality assurance & progress tracking, following standard operating procedures. Candidate will ensure the seamless handover between shifts & monitor, publish the SLA achievement by keeping track of all KPIs. Candidate will ensure crystal clear communication & documentation as a point of contact. Candidate will perform validation, verification & correction, wherever applicable of artifacts of the system. Candidate will report & properly document any errors that are detected. Why you will love this job: You will get to show off your fine-tuned skills for resolving issues and helping the end-user. You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development. You will have the opportunity to work in a multinational environment for the global market leader in its field. Who are we?