Operations Analyst

Overview

Operations Analyst role responsible for day-to-day monitoring, support, and operational stability of technology platforms, including broadcast, streaming, and OTT systems.

What you'll do

• Handle and resolve ServiceNow support tickets from intake to closure within defined SLAs.
• Provide Tier 1 and Tier 2 technical support for PC, Mac, Android, and iOS devices.
• Monitor critical systems and applications proactively and respond to alerts.
• Troubleshoot incidents and perform root cause analysis for recurring issues.
• Document resolutions, workarounds, SOPs, and knowledge base articles in ServiceNow.
• Collaborate with distributed IT teams, streaming and digital teams, vendors, and service partners to resolve incidents and manage tickets.

What you'll need

• 3+ years of experience in IT operations, advanced helpdesk, or enterprise support environments.
• Strong troubleshooting skills for PC, Mac, Android, and iOS hardware and software.
• Hands-on experience with Active Directory, Office 365, and identity management.
• Good understanding of ITSM practices including Incident, Problem, and Knowledge Management.
• Experience working with ServiceNow and ITIL-based support processes.
• Ability to manage multiple tickets and priorities independently in a fast-paced environment.
• Degree, relevant certifications, or equivalent hands-on experience in IT Operations or Service Desk support.

Nice to have

• ITIL Foundation certification or higher.
• Experience supporting broadcast, streaming, OTT, or media platforms.
• Knowledge of monitoring tools such as Splunk, Datadog, or SolarWinds.
• Experience with endpoint management tools like Intune, SCCM, or Jamf.
• Familiarity with cloud platforms such as AWS, Azure, or GCP and hybrid infrastructure environments.

Details

• Location: Bengaluru, Karnataka, India.