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We are seeking a Technology Operations Analyst to join our Level One Production Support team in Bangalore. We are looking for someone with experience in the 24*7 customer support model. This position requires an individual who can maintain and enhance a complex system landscape, manage business-critical applications, and support cross-functional teams. The successful candidate will have direct ownership of their work and the opportunity to engage with various technologies in a collaborative and fast-paced environment.
This is a pivotal role on the team, overseeing critical systems and ensuring seamless integration and operational efficiency across departments. The role involves working closely with stakeholders and providing ongoing system administration and 24*7 monitoring support. The right candidate should know Java / Tomcat-based Application structures since we support the Application issues customers report.
About you - Skills & Experience
- 2-5 years of experience in Application and Infrastructure Monitoring, Incident Identification, Validation, Remediation and/or Escalation.
- Actively able to monitor the stability and performance of Java / Tomcat-based Applications.
- Ability to work in the Application support desk in a 24x7 environment.
- Experience working on the Public and Private Cloud Infrastructure.
- Experience working in the NOC/SOC or other relevant IT departments.
- Experience working on Linux, Windows servers, Network equipment, etc.
- Working proficiency in various tools such as ServiceNow, Jira, Salesforce, Centreon, Datadog, Zabbix, Pingdom, etc.
- Strong customer service orientation and the ability to communicate effectively with internal and external stakeholders.
What would you be doing in the role
- Perform first-level troubleshooting support for the Clarivate applications and infrastructure.
- 24*7 Monitoring of Clarivate Applications, Provide Cross-Platform support, Perform Maintenance activities & Automation.
- Support Internal and External Customers and Processes.
- Hands-on SOC and NOC activities and monitoring.
- Work on Network and Server management tools.
- Work with a supportive and adaptive team.
- Partner with third-party vendors and integrators to ensure effective solutions and support.
- Assist users with technical inquiries and maintain up-to-date system documentation.
It would be great if you have
- ITIL V3/V4 Foundation Certification, Public and Private Cloud Certifications.
- Prior experience with ServiceNow is a plus.
- Experience creating and maintaining documentation in Confluence and other relevant tools.
Daily Responsibilities
- Monitoring & Technical Support: 60%
- Cross-Functional Team & Vendor Coordination: 30%
- Process Enhancement and Automation: 10%
At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.
