IT Operations Analyst I

Overview

Provide first-line application support and operations for Sabre's technology products, handling incidents, outages and performance alerts on a 24x7 shift schedule.

What you'll do

• Analyze and consult on implementation and troubleshooting of technology products and application support.
• Categorize issues for escalation to the appropriate technical teams.
• Communicate with system owners and on-call teams and lead the operations bridge.
• Work on day-to-day activities following documented work instructions, pre-defined processes and procedures, and operational tasks documented in the KB; perform initial triage and assignment as per the KB.
• Create documentation for processes and procedures, such as knowledge transfer documents, run-books and topology diagrams.
• Identify potential significant incidents and engage IM or PM teams for follow-up action.
• Provide timely response to all incidents, outages and performance alerts.
• Document all actions in accordance with standard company policies and procedures.
• Provide first-line investigation and diagnosis of all incidents and services.
• Commit availability as per 24x7 shift schedules and actively perform assigned work, supporting high uptime requirements.
• Participate actively in tech bridges and engage teams promptly whenever needed.
• Ensure platform availability and address operational issues as they arise in accordance with internal and customer SLAs.
• Act as a knowledge resource on multiple projects and initiatives across the company for internal and external customers.
• Coordinate infrastructure maintenance and upgrades with Application teams.
• Assist with change management tasks by coordinating with Release Management and Application teams, and implement changes with assistance from the development team.

What you'll need

• 2+ years of application production support experience (L1/L2).
• Excellent written and verbal communication skills.
• Good time-management skills.
• Ability to work in a fast-paced, demanding, team-oriented environment.
• Self-directed, with excellent initiative and organizational skills.
• Ability to handle multiple demands with a sense of urgency, drive and energy, and to deliver on time.
• Hands-on experience with applications hosted on cloud (AWS/GCP).
• Advanced understanding of Windows.
• Advanced understanding of Unix/Linux.
• Advanced understanding of Oracle and SQL.
• Advanced understanding of network and computer operations.
• Analytical capabilities.
• DevOps working experience.
• Networking concepts: DNS, OSI model, HTTP/S, SSL certificates, SSL/TLS, proxy, load balancers, firewalls, caching, etc.
• OS concepts: filesystem, memory and storage, I/O management, sockets, threads, concurrency, etc.
• Education: MCA/B.E/B.Tech/M.E/M.Tech.

Nice to have

• Advanced understanding of web-based architecture and development techniques.
• Experience with tools such as SharePoint, JIRA, ServiceNow, Puppet/Ansible, Splunk and AppDynamics.
• MQ series knowledge and F5.
• Experience in complex, high-availability systems.

Details

• Location: Bengaluru, Karnataka, India.
• Shift schedule: 24x7 shifts.