L1 IT Operations Analyst (NOC)
Location- Chandigarh, India
Openings - 5
Reports to - IT Operations Manager (NOC)
Experience - 1–3 years
Work model - 24x7 rotational shifts (on-site NOC)
Role Summary
The L1 IT Operations Analyst is the frontline of Cywarden's 24x7 Network Operations Center, responsible for continuous monitoring, first-level triage, accurate ticketing, and timely escalation to keep client infrastructure and network services healthy and within SLA.
Key Responsibilities
- Continuously monitor infrastructure and network alerts across Azure Monitor, SolarWinds, and OCI Monitoring
- Perform first-level triage and classification, distinguishing genuine events from false positives
- Log, categorize, and track tickets accurately in the ITSM platform (FreshService / ServiceNow) within priority windows
- Handle first-line user requests (password resets, Microsoft 365, VPN / GlobalProtect troubleshooting)
- Execute basic runbook actions and escalate P1/P2 incidents per the defined escalation matrix
- Acknowledge and respond to alerts within SLA targets and produce end-of-shift handover notes
Must-Have Skills & Experience
- 1–3 years in IT support or a NOC/help-desk environment
- Incident triage and ticket logging using ServiceNow or FreshService
- Microsoft 365 end-user support and basic Azure/OCI portal navigation
- Monitoring alert acknowledgment (Azure Monitor, SolarWinds)
- Strong written and spoken English; willingness to work 24x7 rotational shifts
Preferred / Nice-to-Have
- Palo Alto GlobalProtect VPN troubleshooting
- SolarWinds / Azure Monitor familiarity
- ITIL Foundation
Qualifications & Certifications
- Bachelor's degree in IT/Computer Science or equivalent experience; ITIL Foundation a plus
Pay: ₹319,600.04 - ₹776,882.72 per year
Work Location: In person
