Technical Support Senior Analyst

Key Skills:

Roles and Responsibilities:

• Perform 24x7 eyes-on-glass monitoring of IT infrastructure and applications using enterprise monitoring tools.
• Identify, analyze, and respond to alerts and events, raising incident tickets as per defined SLAs.
• Triage and resolve L1/L2 IT incidents, escalating to appropriate teams when required.
• Manage incident bridge calls, ensuring timely communication and coordination among stakeholders.
• Correlate monitoring alerts with active changes, incidents, and maintenance activities to avoid false positives.
• Maintain and improve the overall health and availability of the IT environment.
• Document operational processes, procedures, and technologies used within the Enterprise Operations Command Center (EOCC).
• Develop, review, and maintain Standard Operating Procedures (SOPs) for incident detection, handling, and resolution.
• Design, implement, and support processes for Scheduling Tool Agent installs, uninstalls, and upgrades.
• Provide Level 2 support and coordinate with internal teams and external vendors for issue resolution.
• Communicate and coordinate tool upgrades, perform post-upgrade validation and health checks.
• Provide on-call support for scheduling tool anomalies (EVN and USM).
• Proactively anticipate potential issues through forward planning and trend analysis.
• Collaborate with monitoring and engineering teams to improve alert quality and reduce noise.
• Deliver high-quality customer service, clearly communicating technical information to both technical and non-technical audiences.

Skills Required:

• Strong knowledge of Mainframe environments, including batch processing and CICS.
• Hands-on experience with incident management, monitoring, and operations support.
• Ability to work effectively in high-pressure, time-sensitive environments.
• Strong documentation, communication, and coordination skills.
• Experience supporting 24x7 operations and on-call rotations.

Education: