Senior Technology Operations Analyst

We are looking for a Senior Technology Operations Analyst to join our L3 Prod Support in Noida. We are looking for someone who has experience in 24/7 customer support model. You should have knowledge on Java / Tomcat based Application structures since we are supporting for the Application issues reported by customers. We would love to speak with you if you have skills in  Linux, AWS, SQL, Monitoring tools & DevOps (Jenkins) tools.  

About you - Skills & Experience 

• Computer Science related bachelor’s degree or equivalent experience. 

• Minimum 5 years of equivalent experience, including a familiarity with Linux systems fundamentals, AWS Services, networking, and database technologies. 

• Strong experience on Ticket & Monitoring tools on ServiceNow, Salesforce, PagerDuty, Datadog.  

• Strong experience in Windows and Linux

• experience in AWS platform (Services EC2, ELB, ASG, VPC, Route53,) 

• Must have a good understanding of distributed computing and solid understanding of networking and UNIX system concepts 

• Strong customer service mindset. 

It would be great if you have  

• ITIL V3/V4 Foundation Certification, Public and Private Cloud Certifications. 

• Knowledge of SQL and Data management process 

• Experience creating and maintaining documentation in Confluence and other relevant tools (PowerBi, PPT). 

• Basic knowledge of NOC/SOC 

What would you be doing in the role 

• Actively analyse the stability and performance of Java / Tomcat based Applications in private data centres
• Build and administer Linux and Windows VMs at large scale on KVM and VMWare hypervisors
• Support deployment and configuration of AWS-hosted CloudFormation-managed application stacks

• Ensure standards and SLAs are met, including response time, follow up, ticket updates, and resolution
• Escalate events as required by the documented procedures with the proper level of urgency and follow-through. 

• Responsibility for the external customer-reported issues through Salesforce. 

• Work with L2 DevOps and Dev teams to coordinate next actions. 

• Design and perform standard systems and network troubleshooting - diagnose troubles detected by our systems and work quickly to resolve issues 

• Apply applications specific updates and fixes. 

• Work closely with an existing team of skilled operation engineers. 

It would be great if you have  

• ITIL V3/V4 Foundation Certification, Public and Private Cloud Certifications. 

• Knowledge in SQL and Data management process 

• Experience creating and maintaining documentation in Confluence and other relevant tools (PowerBi, PPT). 

• Basic knowledge of NOC/SOC 

About the Team- 

You’ll join Innovative CloudOps, supporting customer hosting for Sierra and Polaris ILSes (Integrated Library Software). We provide hosting for public and academic libraries' inventory-tracking and loans software, as well as ensuring book search tools like Vega Discover are 100% available in a cost-effective way.

Hours of Work   

• Fulltime 

• 45 hrs/week 

• Occasional on-call support (evenings and weekends)