IT Operations Analyst I

Job Track Description

Role Summary

We are looking for a Level 2 Application Support Engineer with hands-on experience in application support, troubleshooting, incident management, basic SQL, IIS, and Windows/Linux server environments. The role requires strong analytical thinking, customer-service orientation, documentation discipline, and the ability to manage incidents through triage, prioritization, escalation, tracking, and timely resolution in a 24/7 rotational support model.

Key Responsibilities

• Troubleshoot and provide support for customer-facing applications developed on Microsoft technologies.
• Investigate and resolve IIS, webhosting, application availability, and application performance-related issues.
• Perform basic troubleshooting for Windows and Linux server-related application issues.
• Use basic SQL queries to support diagnosis, validation, reporting, and incident resolution activities.
• Manage incidents through proper triage, prioritization, escalation, tracking, and timely resolution in line with operational processes.
• Document troubleshooting steps, findings, resolution details, and recurring issue patterns clearly.
• Work with production control processes and follow operational procedures for incident and request handling.
• Communicate effectively with customers, internal teams, and stakeholders during issue triage and resolution.

Mandatory Skills and Experience

• Minimum 2 years of experience in application support; overall experience range preferred: 2 to 4 years.
• Level 2 support experience is required.
• Application support, troubleshooting knowledge with demonstrated analytical and creative problem-solving skills.
• Hands-on experience in SQL query-writing knowledge.
• Good understanding of Windows and Linux operating systems.
• Exposure infrastructure technologies such as Windows Servers, Middleware, Linux, and networking.
• Good production control literacy and operational process awareness.
• Incident Management experience, including ticket handling, impact assessment, escalation coordination, and closure documentation.
• Strong spoken and written English communication skills.
• Willingness to work in 24/7 rotational shifts, including night shifts.

Good-to-Have Skills

• Knowledge of IIS and web-hosting concepts.
• Basic batch scripting knowledge.
• Experience supporting applications in production environments with customer service responsibilities.

Candidate Profile

• Hands-on support professionals who can quickly understand application behavior and isolate issues.
• Comfortable working in high-availability production environments and rotational support schedules.
• Clear communicator with active listening skills and strong ownership of assigned tickets.
• Able to work collaboratively with internal teams while maintaining accurate documentation and reporting.