Job Title

Job Role: Technical Support Analyst IExperience: 3–5 YearsLocation: Hyderabad, IndiaWork Mode: Work from OfficeShift: 24×7 Rotational ShiftsImmediate joiners OnlyRole OverviewThe Command Center provides 24/7 operational support for critical business services and technology platforms. As a Technical Support Analyst I, you will be responsible for real-time monitoring and support of applications, infrastructure, and network systems across a hybrid cloud environment.This role requires strong incident management capabilities, proactive monitoring, and collaboration with cross-functional teams to ensure high system availability and timely resolution of issues. You will play a key role in maintaining service reliability by identifying, troubleshooting, and resolving incidents impacting production systems.Key ResponsibilitiesMonitor applications, servers, databases, networks, and batch systems in real timeIdentify, log, categorize, and prioritize incidents based on impact and urgencyPerform initial triage and support incident resolution, including basic remediation actionsCoordinate and support Major Incident and Priority Incident management processesFacilitate incident bridge calls with internal technical teams and stakeholdersTrack, document, and update incidents and resolutions in ticketing systems (e.g., ServiceNow, Helix)Follow ITIL-based Incident and Change Management processesCollaborate with cross-functional teams to restore services within defined SLAsSupport high-availability environments operating in a 24/7 modelAssist with system maintenance notifications and outage communicationsTroubleshoot issues across infrastructure layers, including network, server, and application componentsPerform basic operational tasks such as restarting services and validating system healthRequired Skills & QualificationsStrong analytical and problem-solving skills with attention to detailAbility to follow defined processes, procedures, and escalation protocolsGood time management and multitasking abilities in a fast-paced environmentEffective team collaboration and interpersonal skillsStrong written and verbal communication skillsAbility to work in rotational shifts, including weekendsPreferred QualificationsBachelor’s degree in Computer Science, IT, or related field, or equivalent work experienceBasic understanding of networking and security concepts (TCP/IP, routing, firewalls)Familiarity with Windows and Linux server environmentsExposure to networking technologies such as Cisco, Arista, or FortinetExperience with ITSM tools like ServiceNow or BMC HelixWorking knowledge of cloud platforms such as AWS or GCPUnderstanding of ITIL frameworks (Incident, Problem, Change Management)Proficiency in Microsoft Office tools (Outlook, Excel, Word)Good to HaveIndustry certifications such as AWS, CompTIA, Cisco (CCNA), or ITILExperience in production support or command center environmentsExposure to monitoring tools and log analysis platformsWhy Join UsOpportunity to work in a high-impact, mission-critical operations environmentExposure to modern cloud and hybrid infrastructure technologiesCollaborative and fast-paced work cultureContinuous learning and certification support