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Known large employer, common operations-support title, and metro/hybrid role increase candidate competition.
Prefers production-support and infrastructure experience, making industry background moderately important.
Requires production-support skills, ITIL/ServiceNow familiarity and night-shift availability, creating moderate filtering.
Own end-to-end production support operations, including incident management, root cause analysis, and SLA tracking.
Translate operational issues into detailed functional requirements and user stories for software/product fixes.
Collaborate across business users, infrastructure teams, DBAs, and L3 developers to resolve technical issues and support UAT and solution verification.
Bachelor's degree in business information systems, computer science, or related IT field, or equivalent IT experience.
Experience in production support with business analysis responsibilities (Work Experience Required: Not explicitly mentioned in the JD).
Proficiency with ticketing and incident management tools like Snow and Jira.
Ability to work night shifts in a hybrid remote setup in India.
Experience operating within Agile/Scrum environments translating business and technical requirements.
Technical understanding of systems, network, and .NET-based applications to perform deep troubleshooting and root cause analysis.
Operates effectively in fast-paced production support with strong stakeholder communication and collaboration skills.