Associate Analyst

Responsible for monitoring system dashboards, responding to alerts and incidents, following operational procedures, and ensuring timely support to meet service level agreements (SLAs) in a 24×7 production environment.

Monitored production environments using ServiceNow and various infrastructure monitoring tools to ensure system availability. Investigated, prioritized, and managed incidents, alerts, and service requests while maintaining accurate documentation. Followed established operational procedures and escalation guidelines to resolve issues efficiently. Ensured compliance with SLA commitments by responding to and resolving incidents within defined timelines. Collaborated with cross-functional teams to troubleshoot production issues and restore normal service operations. Maintained detailed records of incidents, troubleshooting activities, and resolution updates for audit and reporting purposes. Generated daily and weekly operational reports to track service performance and recurring issues. Conducted effective shift handovers to ensure seamless continuity of support across teams. Escalated high-priority incidents to appropriate stakeholders and monitored them until resolution. Provided round-the-clock production support in a 24×7 rotational shift environment, ensuring business continuity and service reliability.

Education:B.Sc. / B.A. graduates

1st : Written Test 2nd : Technical Interview 3rd : Hr round