
Support Analyst
1 week ago
We are seeking an experienced Support Analyst with 4-6 years of expertise in ITIL/ITSM processes, environment management, and support operations.
The ideal candidate will be responsible for managing incidents, service requests, releases, and non-production environments, while collaborating with DevOps/SRE teams for efficient delivery.
Strong communication and stakeholder management skills are essential for this role.
Key Skills & Certifications :
- Certifications : ITIL Certified / ITSM Certified (mandatory).
- ITSM Process Management : Incident, Change, Release, and Service Request Management.
- Tools Expertise : ServiceNow, Jira, Remedy (or equivalent ITSM/ticketing tools).
- Environment Support : Non-production environment governance and coordination.
- DevOps/SRE Exposure : Basic understanding of CI/CD pipelines, monitoring, and AWS environments.
- SDLC Knowledge : Strong grasp of software development lifecycle processes.
- Cloud & Infra Awareness : Working knowledge of AWS cloud environments.
- Soft Skills : Strong communication, problem-solving, and coordination skills.
Roles & Responsibilities :
- Handle and resolve incidents, service requests, and problem tickets within SLA.
- Coordinate with cross-functional teams for timely resolution.
- Manage release coordination activities across non-production environments.
- Oversee environment availability, configuration, and governance.
- Collaborate with DevOps/SRE teams for environment stability and deployments.
- Ensure adherence to ITIL/ITSM best practices.
- Track and report incident trends, recurring issues, and process improvements.
- Maintain compliance with release/change management policies.
- Act as a liaison between technical teams, QA, and business stakeholders.
- Provide timely updates and escalation management for critical incidents.
- Document and maintain support knowledge base.
- Identify automation opportunities in support processes.
- Contribute to improving environment reliability and reducing downtime.
- Participate in retrospectives to enhance team efficiency.
years of experience in ITIL/ITSM-based support roles.
- Strong exposure to ticketing tools, release management, and environment governance.
- Basic working knowledge of DevOps/SRE concepts and AWS
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