Analyst-Remote Support

Oversee critical IT infrastructure systems remotely using centralized monitoring tools, ensuring smooth electrical distribution operations and handling incidents or system issues as they arise. Respond promptly to phone calls, system alerts, and online tickets, while assessing and prioritizing support requests based on urgency and impact. Operate and maintain facility monitoring systems, including cooling systems, UPS, generators, and power usage, along with routine checks for safety and housekeeping standards. Follow and adhere to internal operational agreements (OLAs), external service commitments (SLAs), and individual performance targets (KPIs). Apply knowledge of energy efficiency practices to identify and implement ways to reduce power consumption and improve operational efficiency.

Ability to work effectively both independently and as part of a team, contributing to overall operational success. Prior exposure to Building Management Systems (BMS) or similar monitoring tools is preferred. Familiarity with key IT service management practices such as Incident, Problem, and Change Management. Open to working in rotational shifts, including weekends and public holidays as required.

2–3 years of experience in a technical support environment, particularly in a voice-based contact centre handling UK, Europe, or US clients.

Critical Infrastructure Monitoring Building Management Systems (BMS)t Data Center Operations UPS Systems Cooling Systems & HVAC Basics Electrical Distribution Systems Power Monitoring & Energy Management Remote Monitoring Tools SLA, OLA & KPI Management Technical Support / Voice Process Handling Customer Incident Prioritization

1 and 2 Round : Technical Interview 3rd : Hr Round