The Technical Analyst-2 will provide proactive and reactive technical support for Rightpoint’s Managed Services clients, handling ticket management, triage, and support for end-user, application, infrastructure, and cloud resources. This role operates within a 24/7 IT Operations environment, requiring strong time management, technical troubleshooting, and collaboration skills.
What You'll Do
- 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
What We're Looking For
- Basic understanding of web applications, servers, and technologies
- Familiarity with ITSM/ITIL frameworks and ticketing systems
- Exposure to cloud technologies (Azure, O365, AWS)
- 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
- Degree: B.Tech / B.E. / MCA or equivalent in Computer Science, IT, or related field
Nice to Have
- Prior support of Adobe Experience Manager (AEM) and/or other Content Management Systems
- Any Azure/AWS Associate-level certification
- ITIL Foundations certification
Technical Stack
Linux, Windows, PowerShell, Shell, Bash, AWS, Azure, compute, storage, networking, IAM, app service, azure SQL server, Jenkins, GitHub Actions, Azure DevOps, Docker, Kubernetes, DNS, TCP/IP, HTTP/HTTPS, load balancers, firewalls, Azure Monitor, ELK, EFK, Datadog, New Relic, RCA
Team & Environment
Managed Services IT Operations team providing 24/7 support
Benefits & Compensation
- 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
Work Mode
Onsite at office with rotational shifts, on-call pager rotation, non-business hours coverage, and flexible work schedule
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.
