Technical Support Analyst

Anblicks; Hyderabad; On-site; INR 400,000 - 700,000; Full time

Benefits offered by this job

Continuous learning and certification support

Collaborative work culture

Exposure to modern cloud technologies

Job summary

Anblicks in Hyderabad is seeking a Technical Support Analyst I to provide 24/7 operational support for critical business services. In this role, you will monitor applications and resolve incidents within hybrid cloud environments.

The ideal candidate should have 3-5 years of technical support experience, strong analytical skills, and familiarity with ITIL frameworks. Join us to work in a dynamic and collaborative culture with a focus on continuous learning.

Qualifications

• 3-5 years of experience in technical support roles.
• Strong understanding of ITIL frameworks.
• Basic knowledge of networking and security concepts.

Responsibilities

• Monitor applications, servers, and networks in real time.
• Identify and log incidents based on impact and urgency.
• Facilitate Major Incident management processes.

Skills

Analytical skills

Problem-solving skills

Time management

Team collaboration

Written communication

Verbal communication

Education

Bachelor’s degree in Computer Science, IT, or related field

Tools

ServiceNow

BMC Helix

AWS

GCP

Job description

Role Overview

The Command Center provides 24/7 operational support for critical business services and technology platforms. As a Technical Support Analyst I, you will be responsible for real‑time monitoring and support of applications, infrastructure, and network systems across a hybrid cloud environment. This role requires strong incident management capabilities, proactive monitoring, and collaboration with cross‑functional teams to ensure high system availability and timely resolution of issues. You will play a key role in maintaining service reliability by identifying, troubleshooting, and resolving incidents impacting production systems.

Job Role

Technical Support Analyst I

Experience

3–5 Years

Location

Hyderabad, India

Work Mode

Work from Office

Shift

24×7 Rotational Shifts

Key Responsibilities

• Monitor applications, servers, databases, networks, and batch systems in real time
• Identify, log, categorize, and prioritize incidents based on impact and urgency
• Perform initial triage and support incident resolution, including basic remediation actions
• Coordinate and support Major Incident and Priority Incident management processes
• Facilitate incident bridge calls with internal technical teams and stakeholders
• Track, document, and update incidents and resolutions in ticketing systems (e.g., ServiceNow, Helix)
• Follow ITIL-based Incident and Change Management processes
• Collaborate with cross‑functional teams to restore services within defined SLAs
• Support high‑availability environments operating in a 24/7 model
• Assist with system maintenance notifications and outage communications
• Troubleshoot issues across infrastructure layers, including network, server, and application components
• Perform basic operational tasks such as restarting services and validating system health

Required Skills & Qualifications

• Strong analytical and problem‑solving skills with attention to detail
• Ability to follow defined processes, procedures, and escalation protocols
• Good time management and multitasking abilities in a fast‑paced environment
• Effective team collaboration and interpersonal skills
• Strong written and verbal communication skills
• Ability to work in rotational shifts, including weekends

Preferred Qualifications

• Bachelor’s degree in Computer Science, IT, or related field, or equivalent work experience
• Basic understanding of networking and security concepts (TCP/IP, routing, firewalls)
• Familiarity with Windows and Linux server environments
• Exposure to networking technologies such as Cisco, Arista, or Fortinet
• Experience with ITSM tools like ServiceNow or BMC Helix
• Working knowledge of cloud platforms such as AWS or GCP
• Understanding of ITIL frameworks (Incident, Problem, Change Management)
• Proficiency in Microsoft Office tools (Outlook, Excel, Word)

Good to Have

• Industry certifications such as AWS, CompTIA, Cisco (CCNA), or ITIL
• Experience in production support or command center environments
• Exposure to monitoring tools and log analysis platforms

Why Join Us

• Opportunity to work in a high‑impact, mission‑critical operations environment
• Exposure to modern cloud and hybrid infrastructure technologies
• Collaborative and fast‑paced work culture
• Continuous learning and certification support