Operations Analyst
IBS Software (company site, opens in a new tab)2–6 yrsOn-siteDirect career pageEst. 4.5–8.5 LPA
Posted on 8 Sept
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Job description
Structured overview of role & requirements
About This Role
- Provide L1/L2 support for Java-based Aviation Passenger Solutions products ensuring issues are addressed within agreed SLAs.
- Collaborate with Dev Ops and SMEs to investigate, resolve, and report on production and billing issues including root cause analysis.
- Develop technical support materials, enforce escalation procedures, and support 24x7 rotational shifts.
Minimum Requirements
- 2–6 years experience in application/product support, specifically Java-based applications.
- Bachelor of Science degree in Computer Science/Computer Engineering or equivalent required.
- Experience with ITSM processes (Incident, Problem, Change, Service Request Management) and managing SLA-driven L1/L2 support.
- Good knowledge of Linux/Unix, SQL, and hands-on experience with monitoring tools like Grafana.
Ideal Candidate Profile
- Experienced in troubleshooting and root cause analysis in production support environments, especially with Java and related middleware (Oracle WebLogic, Apache Tomcat).
- Able to interact effectively with customers and internal stakeholders, managing support escalations and communications.
- Flexible to work across projects and 24x7 rotational shifts, with a proactive problem-solving approach.