Analyst, Enterprise Operations

ICE; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

ICE in Hyderabad is seeking an IT Operations professional to manage incidents, monitor systems, and coordinate changes across engineering and business teams.

The role requires 3+ years of experience, strong communication, and hands-on work with Active Directory and Office 365. You will prepare runbooks, support new services, and drive process improvements in a fast-paced environment.

Qualifications

• Bachelor’s degree in Computer Engineering or related field.
• 3+ years of experience or equivalent credentials.
• Strong written and verbal communication.
• Familiarity with Office 365 Suite.
• Active Directory Administration experience.
• Ability to troubleshoot IT/Application issues.
• Ability to multitask and work independently on projects.
• Prepare documentation of runbooks.
• Coordinate with other teams on changes to production systems.
• Interact with Engineering, Development, and Business.

Responsibilities

• Incident Management: proactive checkouts and monitoring to avoid outages and restore service when needed.
• Problem Management: develop root cause flow charts and troubleshooting procedures.
• Operational Readiness for New Services: complete pre-production checklists and confirm recovery procedures.
• Change Management Planning and Configuration Implementation: coordinate changes at the CAB and with Engineering.
• Service Requests and Operational Support: handle analysis requests, vendor service reviews, and capacity management.
• Process Improvement: own initiatives to improve technology, processes, tools, or services.

Skills

Incident management

Troubleshooting

Multitasking

Independent work

Communication

Monitoring solutions

Runbooks

Coordination

Problem solving

Education

Bachelor’s Degree in Computer Engineering or related field

Tools

Office 365

Active Directory

Job description

Enterprise Operations provides 24x7 support for the organization’s Enterprise Applications and Offices by performing proactive routines that ensure service impacts are avoided. Staff members also interact with peers in Operations, Engineering, and the business to facilitate effective handling of service outages.

Responsibilities

• Incident Management
  • Proactive checkouts and monitoring to avoid service outages or limit their impact. Troubleshooting and fault isolation to restore service when necessary.
• Problem Management
  • Solutions for Incident Management from Case Study evaluations. This includes development of the related root cause flow charts and troubleshooting procedures that streamline the time required to isolate faults and restore service.
• Operational Readiness for New Services
  • Completing checklists that support pre-production deployment of network services. This includes assurance that Enterprise Operations has updated management for all related application components and its dependencies, and the staff is capable of performing established recovery procedures.
• Change Management Planning and Configuration Implementation
  • Coordination of changes at the CAB and periodic quality reviews with Engineering. Implementation of tasks assigned to Enterprise Operations and support for those implemented by other teams
• Service Requests, Network Maintenance, and Operational Support
  • Executing requests for analysis or support. Representing Network Operations’ strategic initiatives such as vendor service level reviews, Asset Management, and Capacity Management. Coordination and support for pro-active maintenance activities required to keep the infrastructure in good health.
• Process Improvement
  • Specific tasks assigned by management to own that deliver operational support improvements to a technology, process, tool, or service.

Knowledge And Experience

• Bachelor’s Degree in Computer Engineering or related field. 3+ years or experience in lieu or educational credentials.
• Strong written and verbal communication
• Familiarity with 365 Office Suite
• Active Directory Administration Experience
• Ability to troubleshoot IT/Application related issues
• Ability to multitask and work independently on projects
• Perform monitoring for new events to open incidents
• Prepare documentation of runbooks
• Coordinate with other teams on changes to production systems
• Interact with Engineering, Development, and Business
• Develop and propose solutions for the knowledge base
• Understanding of process monitoring using monitoring solutions
• Understand priority for high Severity incidents