IT Operations Analyst: Monitoring & SLA-Driven

JOB SUMMARY
The Associate II role involves monitoring customer infrastructure, identifying and mitigating failures by raising tickets with appropriate priority and severity, and coordinating service requests to closure. This position requires adherence to runbooks and Standard Operating Procedures (SOPs), updating SOPs with new troubleshooting instructions, and mentoring new team members on customer infrastructure and processes. Performance is measured by SLA adherence, compliance with troubleshooting processes, timely ticket escalations and routing (OLA adherence), managing ticket backlogs, audit compliance, knowledge base contributions, and training completion.

Key Responsibilities

• Follow and update runbooks/SOPs to monitor, track, and coordinate the closure of service requests.

• Monitor customer infrastructure using defined tools and SOPs to identify failures.

• Mitigate identified failures by raising tickets with defined priority and severity.

• Update SOPs with updated troubleshooting instructions and process changes.

• Mentor new team members in understanding customer infrastructure and processes.

• Understand Priority and Severity based on ITIL practice and adhere to agreed SLAs with customers.

• Adhere to ITIL best practices.

• Record troubleshooting steps and provide inputs for runbook changes.

• Use KB/SOP to resolve tickets and update KB/SOP with new findings.

• Escalate within the organization or to customer peers in case of resolution delay.

• Understand and adhere to OLAs between delivery layers (L1, L2, L3, etc.).

• Route tickets to the relevant queue and initiate intimations to respective teams/customers based on the defined process.

• Follow up on tickets based on agreed timelines and manage ticket backlogs/last activity.

• Collaborate with different delivery towers for ticket resolution within SLAs and document learnings.

• Actively participate in team and organization-wide initiatives.

• Collaborate with other team members for timely ticket resolution.

• Assist new team members in understanding the customer environment.

• Possess a thorough understanding of organization and customer-defined processes.

• Consult with a mentor when in doubt and adhere to defined processes.

• Adhere to organization's policies and business conduct.

• Complete all mandatory training requirements on time.

• Provide on-floor training and one-on-one mentorship for new joiners.

• Update FAST Goals in North Star, track progress, report, and seek continuous feedback from peers and managers.

Required Qualifications

• Strong interpersonal and communication skills (written, verbal, and email etiquette).

• Analytical ability to understand the broader picture of customer issues.

• Ability to follow SOP documents and escalate alerts within defined SLAs.

• Basic network commands for troubleshooting Desktop/Laptop connectivity issues.

• Strong skills in most operating system commands/utilities.

• Basic understanding of virtualization, server and client OS installation, workgroup, and domain knowledge.

• Support tasks including OS installation, basic user-level commands, and local user/group management.

• Software installation and basic patch installation.

• Ability to monitor any Enterprise Storage and backup solutions.

• Skilled in storage and backup alert monitoring.

• Skilled in ticketing tools.

• Ability to create or modify queries to suit business requirements.

• Data modelling skills; distinguish between OLTP and Data Warehouse applications.

• Understanding of storage hardware, storage management techniques, and software used for managing storage.

• Ability to tweak tables to minimize space usage.

• Confident in handling end-user calls and ticketing tools.

• AD management.

• Antivirus management.

• Strong troubleshooting skills.

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