Job Role: Technical Support Analyst I
Experience: 3–5 Years
Location: Hyderabad, India
Work Mode: Work from Office
Shift: 24×7 Rotational Shifts
Role Overview
The 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 Responsibilities
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Monitor applications, servers, databases, networks, and batch systems in real time
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Identify, log, categorize, and prioritize incidents based on impact and urgency
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Perform initial triage and support incident resolution, including basic remediation actions
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Coordinate and support Major Incident and Priority Incident management processes
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Facilitate incident bridge calls with internal technical teams and stakeholders
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Track, document, and update incidents and resolutions in ticketing systems (e.g., ServiceNow, Helix)
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Follow ITIL-based Incident and Change Management processes
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Collaborate with cross-functional teams to restore services within defined SLAs
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Support high-availability environments operating in a 24/7 model
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Assist with system maintenance notifications and outage communications
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Troubleshoot issues across infrastructure layers, including network, server, and application components
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Perform basic operational tasks such as restarting services and validating system health
Required Skills & Qualifications
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Strong analytical and problem-solving skills with attention to detail
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Ability to follow defined processes, procedures, and escalation protocols
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Good time management and multitasking abilities in a fast-paced environment
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Effective team collaboration and interpersonal skills
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Strong written and verbal communication skills
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Ability to work in rotational shifts, including weekends
Preferred Qualifications
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Bachelor’s degree in Computer Science, IT, or related field, or equivalent work experience
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Basic understanding of networking and security concepts (TCP/IP, routing, firewalls)
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Familiarity with Windows and Linux server environments
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Exposure to networking technologies such as Cisco, Arista, or Fortinet
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Experience with ITSM tools like ServiceNow or BMC Helix
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Working knowledge of cloud platforms such as AWS or GCP
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Understanding of ITIL frameworks (Incident, Problem, Change Management)
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Proficiency in Microsoft Office tools (Outlook, Excel, Word)
Good to Have
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Industry certifications such as AWS, CompTIA, Cisco (CCNA), or ITIL
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Experience in production support or command center environments
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Exposure to monitoring tools and log analysis platforms
Why Join Us
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Opportunity to work in a high-impact, mission-critical operations environment
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Exposure to modern cloud and hybrid infrastructure technologies
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Collaborative and fast-paced work culture
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Continuous learning and certification support
