The Technical Analyst-2 plays a key role in delivering reliable technical support to managed services clients. Working within a round-the-clock IT operations environment, this position handles incoming support requests via phone, email, and ticketing platforms, ensuring timely resolution of system and application challenges.
Key Responsibilities
- Respond to technical inquiries and manage support tickets from initiation through resolution
- Diagnose, isolate, and resolve issues affecting cloud infrastructure, applications, and services
- Support deployment activities, patching, and scheduled maintenance tasks
- Contribute to automation efforts in monitoring, deployment pipelines, and operational workflows
- Enhance CI/CD processes and participate in release coordination
- Monitor system performance using tools such as New Relic, Datadog, and cloud-native platforms
- Perform log analysis, capacity planning, and performance tuning
- Document solutions and maintain team knowledge resources
- Collaborate across shifts and provide updates during incident escalations
- Participate in on-call rotations, including non-business hour coverage when required
- Support clients using Adobe Experience Manager and other content platforms
Qualifications
Candidates should hold a B.Tech, B.E., MCA, or equivalent degree in Computer Science, IT, or a related field. A foundational grasp of web technologies, servers, and networking protocols is required. Familiarity with ITSM or ITIL practices and experience with ticketing systems is expected.
Applicants must demonstrate strong written and verbal English communication skills, along with the ability to troubleshoot technical issues efficiently. Proficiency in cloud platforms such as Azure or AWS is necessary, with exposure to services in these environments. Experience with monitoring and log analytics tools including ELK, EFK, or similar systems is essential.
Preferred qualifications include an Azure or AWS associate-level certification and ITIL Foundations accreditation.
Technical Environment
The role operates across Linux and Windows systems using PowerShell, Bash, and Shell scripting. The stack includes AWS, Azure, Jenkins, GitHub Actions, Azure DevOps, Docker, Kubernetes, DNS, TCP/IP, HTTP/HTTPS, load balancers, firewalls, and monitoring tools such as Azure Monitor, Datadog, and New Relic.
Work Environment
This is an onsite role with rotational shifts and flexible scheduling. The position may require support outside standard business hours, including participation in on-call coverage. It is a billable role with utilization expectations.
Benefits
- 30 paid leaves per year plus public holidays
- Comprehensive medical, life, and accidental insurance for employees and families
- Casual, inclusive workplace culture
- Flexible work arrangements
- Regular cultural and social events such as team outings and seasonal celebrations
- Ongoing access to training, certifications, and professional development
Company Values
The organization emphasizes diversity, inclusion, integrity, and customer-centric service. Innovation and collaboration are central to its approach, fostering environments where teams deliver high-impact solutions. All candidates are considered without regard to race, color, religion, sex, national origin, age, disability, or any other protected status.
