Principal Systems Services and Support Analyst

Overview

Supports the Enterprise Infrastructure & Operations (EI&O) business unit by drafting, delivering, and managing technical documentation and communications for a global audience across multiple channels.

What you'll do

• Create clear, accurate, and timely communications that help global stakeholders understand operational updates, service impacts, and key business priorities.
• Coordinate with technical and non-technical partners to gather inputs, validate details, and ensure messaging is consistent, audience-appropriate, and aligned to business objectives.
• Draft executive-ready updates, operational reports, presentations, articles, and stakeholder communications that simplify complex infrastructure and operations topics.
• Manage recurring communication activities across appropriate channels to improve awareness, reduce ambiguity, and support timely decision-making.
• Contribute to communication standards, documentation quality, and visual clarity so information is easier to consume, share, and act upon across the organization.

What you'll need

• Certified Professional Technical Communicator or similar certification/degree.
• Graduate degree or equivalent qualification.
• 10+ years of experience.
• Excellent verbal and written communication skills with proven ability to apply rigorous English grammar and punctuation standards.
• Experience capturing, interpreting, and articulating operational events within an IT department.
• Ability to simplify complex concepts or technical tasks into clear, accessible language for diverse audiences.
• Proficiency in Microsoft Word, PowerPoint, Excel, Teams, OneNote, HTML & CSS.
• Customer service orientation with a collaborative approach.
• Proven ability to prioritize and manage multiple projects in a fast-paced environment.
• Ability to deliver high-quality work under deadline pressure.
• Foundational knowledge/experience in visual design.

Nice to have

• ITIL Foundation (or higher) certification.
• Experience in IT Service Management (ITSM) practices (Incident, Problem, and Change Management).

Details

• Location: Bangalore.
• Shift timings: 1:00 PM to 10:00 PM.
• Part of the FSC Operations organization within ECIO, which supports critical systems availability 24x7x365.