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.