Analyst, IT Operations

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

Job summary

ICE in Hyderabad is hiring for an IT Operations professional to join Enterprise Operations, supporting 24x7 enterprise applications and services. You will handle incident and problem management, readiness for new services, and coordination of changes with engineering.

Bring a Bachelor’s degree in Computer Engineering or related field, 3+ years of experience, strong communication, Active Directory administration, and familiarity with Office 365.

Qualifications

• Bachelor’s Degree in Computer Engineering or related field.
• 3+ years of experience or equivalent credentials.

Responsibilities

• Incident Management: Proactive checks and fault isolation.
• Problem Management: Root cause analysis and runbooks for faster restorations.
• Operational Readiness for New Services: Pre-production checklists and dependency updates.
• Change Management Planning: Coordination with CAB and engineering.
• Service Requests & Maintenance: Support for proactive maintenance and capacity reviews.
• Process Improvement: Implementing operational improvements.

Skills

Strong written and verbal comms

Troubleshooting IT/Applications

Multitasking ability

Prioritization of high severity

Education

Bachelor’s Degree in Computer Engineering or related field

Tools

Active Directory Administration

365 Office Suite

Job description

Job Purpose

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.

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