Technical Analyst-2
Description
The Technical Analyst will provide proactive and reactive services for Rightpoint’s Managed Services clients. The scope of work includes ticket management, triage, and basic technical support for end-user, application, infrastructure, and cloud resources. Proactive work includes project support, system administration, and maintenance. The Technical Analyst will join the Managed Services IT Operations team that provides 24/7 support in a fast-paced and dynamic environment. Prioritization of work and time management is crucial.
The candidate must also be generally excited about all things technology, exhibit outside-the-box thinking, and have an approachable attitude and personality. Training will be provided.
Responsibilities
- Provide remote front-line support over the phone and through other mediums such as email and ticketing systems.
- Manage Service Desk tickets throughout their lifecycle.
- Deliver professional support in a fast-paced environment.
- Triage, route, alert, isolate, troubleshoot, and resolve system/application issues.
- Identify recurring problems and assist in root cause analysis.
- Participate in On-Call rotations and incident response.
- Automate repetitive tasks in deployments and monitoring.
- Contribute to CI/CD pipeline improvements and release processes.
- Maintain monitoring dashboards and alerting systems.
- Support log analysis, performance tuning and capacity planning.
- Own and contribute to the team Knowledgebase.
- Conduct scheduled maintenance, patching, and deployments.
- Collaborate with team members across shifts and provide updates on findings.
- Work from office and in rotational shifts.
- Take part in an on-call pager rotation to provide support coverage.
- At times, participate in support coverage during non-business hours and/or provide additional coverage as needed.
- This is a billable role with utilization targets.
- Other responsibilities as assigned.
Core Technical Skills
- Linux/Windows Fundamentals: OS concepts, process management, file systems, permissions.
- Scripting & Automation: PowerShell, Shell, or Bash.
- Cloud Platforms: AWS, Azure, (compute, storage, networking, IAM, app service, azure SQL server).
- CI/CD Tools: Jenkins, GitHub Actions, Azure DevOps.
- Containers & Orchestration: Docker, Kubernetes.
- Networking: DNS, TCP/IP, HTTP/HTTPS, load balancers, firewalls.
- Monitoring & Observability: Azure Monitor, ELK/EFK, Datadog, New Relic.
- Incident Management: RCA.
Additional Job Requirements
- Basic understanding of web applications, servers, and technologies.
- Familiarity with ITSM/ITIL frameworks and ticketing systems.
- Exposure to cloud technologies (Azure, O365, AWS).
- Prior support of Adobe Experience Manager (AEM) and/or other Content Management Systems.
- Experience with monitoring and log analytics tools (New Relic, Azure/AWS Monitoring services).
- Strong verbal and written communication skills including English language proficiency (reading, writing, and speaking) required to meet the communication demands of the position.
- Ability to troubleshoot and resolve system/application issues.
- Exceptional documentation skills and attention to detail.
Required Education & Certifications
- Degree: B.Tech / B.E. / MCA or equivalent in Computer Science, IT, or related field.
- Preferred Certifications:
- Any Azure/AWS Associate-level
- ITIL Foundations
Our Commitment to You
No matter who you are, where you come from, who you love, what you believe, or what you geek out about, we bring people together to make great work. That's what makes us Rightpoint!!
No matter who you are, where you come from, who you love, what you believe, or what you geek out about, we bring people together to make great work. That's what makes us Rightpoint!!
Benefits and Perks at Rightpoint
- 30 Paid leaves
- Public Holidays
- Casual and open office environment
- Flexible Work Schedule
- Family medical insurance
- Life insurance
- Accidental Insurance
- Regular Cultural & Social Events including Diwali Party, Team Parties, Team outings, etc.
- Continuous Training, Certifications, and Learning Opportunities First-hand experience dealing with security incidents.
EEO Statement
Rightpoint, a Genpact Company, is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. We are committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.