Dell Technologies Looking for Senior Analyst, IT Service Operations: I6 at Hyderabad, Telangana

Dell Technologies; Hyderabad; On-site; INR 6,00,000 - 12,00,000; Full time

Job summary

Join a forward-thinking company as a Senior IT Service Operations Analyst, where you'll play a pivotal role in maintaining and supporting cutting-edge technology. This position offers you the opportunity to work with a dynamic IT Service Operations team in Hyderabad, focusing on production support and Site Reliability Engineering initiatives. You will leverage your analytical skills and various monitoring tools to proactively identify and resolve issues, ensuring seamless operations for large enterprise systems. If you are passionate about technology and eager to make a significant impact, this role is perfect for you.

Qualifications

• 3+ years in tech domain with 2 years in Production Systems Monitoring.
• Experience in L1/L2/L3 Support and Incident Management.

Responsibilities

• Provide L1/L2 production support for enterprise systems and applications.
• Investigate and resolve incidents to restore IT services quickly.

Skills

Production Support

Incident Management

Problem Management

Root Cause Analysis

Salesforce

ServiceNow

Site Reliability Engineering

Monitoring Tools

Education

Bachelor's Degree in IT or related field

Tools

Catchpoint

Splunk

RiverBed

Mongo DB Admin

Microsoft .Net

Job description

Senior IT Service Operations Analyst

Driving human progress is not just about providing cutting-edge technology – it’s also about maintaining and supporting it. Our IT Service Operations team provides holistic support and proactive monitoring to maintain the overall health of IT applications, tools, and infrastructure in complex global businesses. We are subject matter experts in hardware, data and software, security, information access, system performance, and data integrity. We also work in partnership with other IT functions and departments to recommend process improvements and resolve system outages.

Join us as a Senior IT Analyst on our IT Service Operations team in Hyderabad, India to do the best work of your career and make a profound social impact.

What you’ll achieve

As a Senior Analyst, IT Service Operations, you will be responsible for providing L1/L2 production support for large enterprise systems and applications, with opportunities to work on Site Reliability Engineering initiatives. You will work with the Sales Operations team from different regions to provide solutions for any issues, incidents, requests, and tasks on Sales applications and tools. You will utilize different monitoring tools like Catchpoint, Splunk, RiverBed, etc., in addition to analytical skills to proactively identify any issues.

You will:

1. Investigate, diagnose, and resolve incidents to restore a failed IT Service as quickly as possible and within the specified SLA.
2. Document troubleshooting steps, service restoration details, and create knowledge articles as required.
3. Apply business impact analysis techniques to evaluate the impact of high severity problems or potential impact of proposed changes.
4. Participate and act as lead in critical/major incident management (Sev 1 & 2), problem management, and change management processes.

Essential Requirements

1. 3+ years’ experience in the technology domain in large enterprises, including 2 years’ experience in Production Systems Monitoring and Systems Engineering from a support perspective using ServiceNow or similar tools.
2. Experience in production support or Site Reliability Engineering in problem-solving production issues in large enterprises and/or experience in L1/L2/L3 Support, Incident Management, Problem Management, Root Cause Analysis.
3. Experience in Salesforce (Classic/Lightning) domain.
4. Experience in various R-DBMS tools and exposure to full stack development on Microsoft .Net and related platforms and/or programming skills.
5. Ability to work in shifts.

Desirable Requirements

1. Experience in proactive monitoring of production infrastructure of distributed systems in a large enterprise setup using tools like Catchpoint, Riverbed, Splunk, Mongo DB Admin.
2. Knowledge of client/server networks.
3. ITIL v3/v4 certification.

Application closing date:

March 2022

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages.