IT Operation Analyst II

Sabre; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Sabre is seeking an IT Operations Analyst 1 to manage and support IT resources, networks, and security across the organization. The role focuses on incident management, policy adherence, and service delivery in a dynamic tech environment.

You will analyze incidents, coordinate with cross-functional teams, and contribute to disaster recovery testing while ensuring timely communication and resolution to stakeholders.

Qualifications

• ITIL standards knowledge and service support/delivery basics.
• Analytical approach to statistics and trend analysis.
• Technical bias qualifications in electronics or computer science.
• Interest in IT development and applications.
• Understanding of cloud environments (GCP/AWS/Azure).
• Knowledge of enterprise IT networks and multi-platform delivery.

Responsibilities

• Drive efficiency and effectiveness of the incident management process.
• Identify, match, and resolve incidents with or without workarounds.
• Escalate incidents to ensure timely resolution.
• Monitor performance of incident management processes and improve them.
• Facilitate post-mortem meetings and action items on incidents.
• Ensure incident details are recorded in the tracking system.
• Participate in Disaster Recovery testing.
• Attend turnover sessions to maintain end-to-end incident understanding.
• Coordinate management teleconferences for impact and next steps.
• Update incident records with data on impact and resolution.
• Understand regulatory reporting requirements.
• Analyze IT incidents to prevent recurrence and improve policies.
• Contribute to service management tooling and metrics for problems.
• Communicate with business stakeholders and share best practices.

Skills

ITIL knowledge

Analytical thinking

Structured methodology

Cloud environments (GCP/AWS/Azure)

Stakeholder communication

Under pressure prioritization

Cross-functional collaboration

Education

Electronics/Computer Science degree

Technical bias qualifications

Job description

IT Operations Analyst 1

Manages or performs work associated with analysis, design, implementation, operation, deployment, and support of the organization’s information technology resources (including computer hardware, operating systems, communications, software applications, data processing and security), telecommunication systems, and software/database products by internal staff, outsourcing staff, or consultants. Activities include developing information technology strategies, policies and plans; maintenance and use of information technology resources; training and supporting technology users; telecommunications network planning, operations and site acquisition; programming software/database products for sale to external customers; developing PC, online, and mobile games; and internet product management & operations.

Responsibilities

Drive efficiency and effectiveness of the incident management process

• Develop and maintain the Incident Management System including:
  • Identifying all incidents
  • Matching incidents against incidents with workarounds in place
  • Resolving incidents as quickly as possible
  • Prioritizing incidents in terms of impact and urgency
• Escalating incidents to other teams as necessary to ensure timely resolution
• Monitor the performance of incident management processes and seek to continuously improve the process
• Facilitate post mortem meetings and ensure that action items regarding Incident Management are effectively carried out
• Ensure that incident details are accurately recorded in incident tracking system
• Participate in regularly scheduled Disaster Recovery testing
• Attend infrastructure and/or application turnover sessions to maintain an end to end understanding for incident resolution
• Facilitate management teleconference bridges to determine business impact and decisions regarding next steps and provide regular incident notifications to impacted lines of business and IT Mgmt.
• Update incident records with appropriate data including business impact, application affected and relevant details regarding incident resolution.
• Understand regulatory impacts and reporting based on regulation requirements
• To perform an analyze of IT incidents in order to proactively prevent the occurrence of further incidents and problems
• To contribute to the development and revision of relevant policies, frameworks and processes
• To communicate and manage expectations during incident resolution and act as a point of escalation
• Ensure timely and appropriate communication with involved parties
• Be the focal point for all incident management issues
• To provide relevant and useful management information
• Ensure effective communication to work collaboratively with relevant parts of the business, and ensure knowledge and best practices are shared to optimize performance
• Ensure that major incidents and planned/proactive tasks are correctly prioritized and delivered in accordance with those priorities
• Lead the investigation of incidents through proactive trend analysis and monitoring
• Contribute to the development of the service management tool
• Contribute to the design and implement appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis
• Other duties as assigned.

Knowledge

• Knowledge of ITIL standards and the principles of service support and delivery
• Analytical skills and a structured methodical approach towards statistics and trend analysis
• Relevant qualifications, preferably with a technical bias e.g. electronics, computer science, and/or demonstrable practical experience
• A keen interest in information technology, its development and application
• Understanding of Cloud environment (GCP\AWS\Azure) and infrastructure
• Knowledge and understanding of multi-media/cross platform production and associated delivery systems.
• Knowledge and understanding of personal computers, servers, IT systems and networks in a corporate enterprise infrastructure

Experience

• Experience working in a service provider or technology support environment
• Experience communicating with stakeholders using appropriate language suitable for the technical understanding of the audience
• Experience with ITIL process ownership and design

Skills & Behaviors

• An ability to act quickly, pragmatically and assertively under pressure to prioritize and resolve technical issues.
• Familiarity and empathy with the needs of support teams including an awareness of pressures and deadlines.
• Self-motivated to initiate, originate action and be responsible for consequent decisions.
• To communicate clearly with a range of people at various levels of the organization and explain and discuss technical issues using a range of styles, tools and techniques.
• To work in a manner in keeping with company values.