Associate Technology Operations Analyst

Clarivate Analytics; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Clarivate Analytics in Bengaluru is seeking an Associate Technology Operations Analyst to join our Global Operations team. The role provides first-line technical support across infrastructure, applications, and monitoring platforms, ensuring high availability and timely incident resolution in a 24x7 environment.

The ideal candidate has a bachelor's degree in computer science or IT, 0.6–3 years in IT operations, and exposure to cloud platforms (AWS/Azure/GCP).

Qualifications

• Bachelor's degree in computer science, IT, or a related field.
• 0.6–3 years of IT operations, service desk, or infrastructure support.
• ITIL Foundation certification is a plus.
• Exposure to public and private cloud platforms (AWS, Azure, GCP).
• Experience in 24x7 Global Operations / NOC / SOC environment.
• Understanding of SLAs, OLAs, and KPIs.
• Nice-to-haves: Snowflake/BigQuery/Redshift data warehouses.
• Nice-to-haves: dbt
• Nice-to-haves: Airflow
• Nice-to-haves: Fivetran
• Nice-to-haves: Segment
• Nice-to-haves: JSON/logs/clickstream data
• Nice-to-haves: Power BI/Tableau
• Nice-to-haves: Data governance and security practices
• Nice-to-haves: Windows/Linux
• Nice-to-haves: ITSM tools like ServiceNow or PagerDuty
• Nice-to-haves: TCP/IP, DNS, HTTP/S

Responsibilities

• Provide Level 1 and 1.5 support for infrastructure, applications, and end-user issues per ITIL.
• Monitor alerts and events using enterprise monitoring tools (Centreon, Pingdom, Datadog, Zabbix, SolarWinds).
• Perform initial incident triage, diagnosis, resolution, and escalation per defined SLAs.
• Log, track, and update incidents, requests, and changes in the ITSM tool (ServiceNow or equivalent).
• Incident & Request Management: manage tickets end-to-end at L1; identify recurring issues and escalate to L2/L3 with documentation.
• Monitoring & Alert Management: own monitoring alerts, validate false positives, take action.
• Documentation & Knowledge Management: create/update knowledge base articles and runbooks.
• Contribute to continuous service improvement initiatives.
• Shift & Operational Excellence: work in a 24x7 shift-based environment; support change, release, and maintenance.

Skills

IT operations

NOC/SOC experience

24x7 operations

Cloud platforms (AWS, Azure, GCP)

SLA/OLA/KPI understanding

Windows/Linux environments

Incident management

Communication skills

BI/Visualization tools

Education

Bachelor's degree in Computer Science / Information Technology / related field

ITIL Foundation certification

Tools

ServiceNow

PagerDuty

Centreon

Datadog

Zabbix

Power BI

Job description

We are seeking an Associate Technology Operations Analyst to join our Global Operations team in Bangalore. The role is responsible for providing first-line technical and operational support across infrastructure, applications, and monitoring platforms, ensuring high availability and timely incident resolution in a 24x7 environment.

About You – experience, education, skills, and accomplishments

• Bachelor's degree in computer science, Information Technology, or related field
• 0.6–03 years of experience in IT operations, service desk, or infrastructure support
• ITIL Foundation certification is a plus
• Exposure to Private and public cloud platforms (AWS, Azure, GCP)
• Experience in 24x7 Global Operations / NOC / SOC environment
• Understanding of SLAs, OLAs, and KPIs
• It would be great if you also have:
  • Experience with cloud data warehouses such as Snowflake, Data Bricks, BigQuery, or Amazon Redshift
  • Familiarity with tools such as dbt, Airflow, Fivetran, and Segment
  • Experience working with event-driven or semi-structured data (JSON, logs, clickstream)
  • Exposure to BI and visualization tools (Power BI, Tableau, SAP BusinessObjects)
  • Familiarity with AWS, Azure, or GCP, including data governance and security best practices
  • Basic understanding of ITIL processes (Incident, Request, Change, Problem, Event Management)
  • Knowledge of Windows/Linux environments
  • Familiarity with monitoring tools (Datadog, Centreon, Pingdom, Zabbix, SolarWinds, etc.)
  • Experience with ITSM tools such as ServiceNow, PagerDuty, or equivalent
  • Basic networking concepts (TCP/IP, DNS, HTTP/S)

What will you be doing in this role?

IT Operations & Support

• Provide Level 1 and 1.5 support for infrastructure, applications, and end-user issues following ITIL best practices
• Monitor alerts and events using enterprise monitoring tools (e.g., Centreon, Pingdom, Datadog, Zabbix, or similar platforms)
• Perform initial incident triage, diagnosis, resolution, and escalation as per defined SLAs
• Log, track, and update incidents, requests, and changes in the ITSM tool (ServiceNow or equivalent)
• Incident & Request Management
  • Manage incident, service request, and event tickets end-to-end at L1
  • Identify recurring issues and elevate to L2/L3 teams with detailed documentation
  • Initiate and participate in Major Incident bridges as required and provide timely updates
  • Ensure accurate and timely communication with stakeholders
• Monitoring & Alert Management
  • Own and manage monitoring alerts, validate false positives, and take appropriate action
  • Perform routine health checks and proactive monitoring activities
  • Ensure monitoring dashboards are accurate and updated
• Documentation & Knowledge Management
  • Create and update knowledge base articles, SOPs, and runbooks
  • Follow validation and standardization processes for documentation
• Contribute to continuous service improvement initiatives
• Shift & Operational Excellence
  • Work in a 24x7 shift-based environment
  • Adhere to operational procedures, compliance, and audit requirements
  • Support change, release, and maintenance activities as per the schedule

At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.

Clarivate is a global leader in trusted and transformative intelligence. We bring together enriched data, insights, analytics and workflow solutions, grounded in deep domain expertise across the spectrum of knowledge, research and innovation. Whether it’s providing insights to transform the water industry or accelerating the delivery of a critical vaccine, our aim is to fuel the world’s greatest breakthroughs by harnessing the power of human ingenuity. For more information, please visit clarivate.com