Senior Analyst - Platform Operation

Kapture CRM; Bengaluru; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Kapture CX in Bengaluru is seeking a Senior Analyst Platform Operations to ensure high availability, reliability, and performance of our SaaS platform. You will build dashboards, utilities, and automated workflows to reduce toil and drive operational excellence.

You will bridge development and operations, resolve incidents end-to-end, and contribute to proactive fixes with Product and Engineering. This role is Bangalore-based and requires five-day office presence.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3–4 years of experience in a technical analyst, application support, or platform operations role.
• Proficiency in observability tooling — Grafana and centralized log management.
• Strong knowledge of APIs, REST services, and HTTP semantics (status codes, retries, timeouts).
• Experience writing scripts to automate analysis or bulk remediation (Python, SQL).
• Hands‑on experience with ticketing systems (Jira, ServiceNow, Zendesk) and API testing tools (Postman).

Responsibilities

• Resolve production incidents and customer-reported issues end-to-end, including triage, resolution, and post-incident review.
• Build and maintain observability dashboards (Grafana, centralized logging) for real-time platform health visibility.
• Develop internal scripts and utilities to handle bulk or recurring issues at scale, reducing ticket volume.
• Drive root cause analysis for major incidents and implement preventive actions with Product and Engineering.
• Analyse ticket trends and platform telemetry to surface patterns for teams.
• Validate API behaviour across client gateway backends and distinguish client-side vs server-side issues.

Skills

Observability

APIs & REST

Scripting

Ticketing systems

API testing tools

Education

Bachelor's degree in CS/IT or related field

Tools

Jira

ServiceNow

Zendesk

Postman

Job description

Role Name: Senior Analyst Platform Operations

At Kapture CX, we are looking for a Senior Analyst Platform Operations in our Platform Operations team.

Who are we?

Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We partner with enterprises across industries to bring scalable automation and insight-driven efficiencies to their CX operations.

Over a thousand clients across 18 countries have used Kapture’s products to enhance their customer experience, including Unilever, Reliance, Coca-Cola, Bigbasket, Meesho, Airtel Payments Bank and Cathay Pacific. Kapture delivers industry-specific solutions powered by AI, tailored workflows, and seamless automation.

Kapture CX is headquartered in Bangalore and we have offices in Mumbai and Delhi/NCR in India, in addition to offices in the USA, UAE, Singapore, Philippines and Indonesia.

What is this role all about?

We are looking for a Senior Analyst to ensure high availability, reliability, and performance of our SaaS platform. Beyond day-to-day ticket resolution and incident management, this role is expected to build dashboards, internal utilities, and automated workflows that reduce toil and drive operational excellence. The ideal candidate bridges development and operations, using technical depth to not just resolve issues but systematically eliminate them.

Here’s a more detailed description of what you will do in this role:

• You will resolve production incidents and customer-reported issues end-to-end, including triage, resolution, and post-incident review.
• You will build and maintain observability dashboards (Grafana, centralised logging) that give engineering and product teams real-time visibility into platform health and failure patterns.
• You will develop internal scripts and utilities to handle bulk or recurring issues at scale — reducing ticket volume and manual effort over time.
• You will drive RCA for major incidents, identify systemic root causes, and ensure preventive actions are implemented in collaboration with Product and Engineering.
• You will analyse ticket trends and platform telemetry to surface patterns and translate them into actionable inputs for the right team.
• You will validate API behaviour across client gateway backend chains; clearly distinguish client‑side failures (payload, auth, headers) from server-side issues (latency, errors, downtime).
• You will support deployment validation and production release monitoring and automate repeatable checks wherever possible.

This is a Bangalore-based role. We work five days a week from the office, as we believe in‑person interactions fuel innovation and agility.

What does success look like in this role?

Success in this role means:

• Reduced MTTR for critical and high-priority issues.
• SLA adherence for issue response and resolution.
• Volume of recurring tickets eliminated through tooling, automation, or permanent fixes.
• Dashboard adoption — stakeholders actively using operational views built by this role.
• Reduction in manual, repetitive operational tasks over time.

What would make you a good fit for this role?

Here are the basic requirements:

• You have a Bachelor's degree in Computer Science, Information Technology, or a related field.
• You have 3–4 years of experience in a technical analyst, application support, or platform operations role.
• You have proficiency in observability tooling — Grafana, centralised log management, or equivalent.
• You have strong knowledge of APIs, REST services, and HTTP semantics (status codes, retries, timeouts, and throttling).
• You have experience writing scripts or utilities (Python, SQL, or equivalent) to automate analysis or bulk remediation.
• You have hands‑on experience with ticketing systems (Jira, ServiceNow, or Zendesk) and API testing tools (Postman or equivalent).

What are the most critical skills for this role?

• You have experience with Observability & Dashboarding — designing monitoring views that surface the right signal for engineering and business stakeholders.
• You have experience with Utility Development — writing tools that solve operational problems at scale, not just one ticket at a time.
• You have experience with API & Integration Tracing — tracing end-to-end flows and isolating failure ownership across client, gateway, and backend layers.
• You have experience with Pattern Recognition — moving from individual incidents to systemic insight; knowing when a ticket is a symptom, not the cause.
• You have strong Cross‑functional Communication skills — translating technical findings into precise, timestamped artefacts that engineering teams can act on immediately.

You will have an advantage if you:

• You have experience working in SaaS platform environments.
• You have exposure to production release monitoring and deployment validation.
• You have experience building operational tooling and automation workflows.
• You have experience identifying recurring issue patterns and driving preventive fixes.

Why should you be interested?

Here’s what you will gain from this role:

• Opportunity to work on large-scale SaaS systems.
• Exposure to cross‑functional collaboration with Engineering, Product, and Customer teams.
• Opportunity to build tools and automation that directly influence platform efficiency and reliability.
• Opportunity to solve operational challenges with measurable business impact.

Does this sound like you?

Click the Apply button to let us know!