Associate Operations Analyst

JOB SUMMARY The Associate II role focuses on monitoring customer infrastructure, identifying and mitigating failures, and ensuring adherence to service level agreements (SLAs) and operational level agreements (OLAs). This position involves following and updating runbooks and standard operating procedures (SOPs), raising and managing tickets, and collaborating with various teams for issue resolution. The role also includes mentoring new team members and ensuring overall process adherence and compliance. Key Responsibilities Follow and update runbooks/SOPs to monitor, track, and coordinate the closure of service requests. Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate them by raising tickets with defined priority and severity. Update SOPs with updated troubleshooting instructions and process changes. Mentor new team members in understanding customer infrastructure and processes. Adhere to ITIL best practices and understood SLAs with customers. Record troubleshooting steps and provide inputs for runbook changes. Use KB/SOP to resolve tickets and update KB/SOP with new findings. Escalate issues within the organization or to customer peers in case of resolution delays. Understand and adhere to OLAs between delivery layers (L1, L2, L3 etc.). Route tickets to the relevant queue and initiate intimations to respective teams/customers based on defined processes. Follow up on tickets based on agreed timelines and manage ticket backlogs/last activity as per defined processes. Collaborate with different delivery towers for ticket resolution within SLAs. Document learnings for self-reference. Actively participate in team/organization-wide initiatives. Assist new team members in understanding the customer environment. Ensure thorough understanding and adherence to organization and customer-defined processes. Consult with a mentor when in doubt. Adhere to organizations policies and business conduct. Complete all mandatory training requirements on time. Provide on-floor training and one-on-one mentorship for new joiners. Update, track, and report FAST Goals in NorthStar, and seek continuous feedback from peers and managers. Required Qualifications Strong interpersonal and communication skills (Written, verbal, and email etiquette). Analytical ability to understand customer issues from a broader perspective. Ability to follow SOP documents and escalate alerts within defined SLAs. Basic network commands for troubleshooting Desktop/Laptop connectivity issues. Strong skills in most operating system commands/utilities. Basic understanding of virtualization, server, and client OS installation. Workgroup and domain knowledge. Support tasks such as OS installation, basic user-level commands, and local user/group management. Software installation and basic patch installation. Ability to monitor enterprise storage and backup solutions. Skilled in storage and backup alert monitoring. Skilled in ticketing tools. Ability to create or modify queries to suit business requirements. Data modeling skills; ability to distinguish between OLTP and Data Warehouse applications. Understanding of storage hardware, storage management techniques, and software used for managing storage. Ability to tweak tables for space optimization. Confident in handling end-user calls and using ticketing tools. AD management. Antivirus management. Strong troubleshooting skills. Understanding of ITIL Framework. Monitoring knowledge with various infrastructure tools. Fair understanding of customer infrastructure and ability to correlate failures. Understanding of IP addressing. Moderate knowledge in network show commands across routers, switches, firewalls, and load balancers. Basic knowledge of reasons for High CPU and High Bandwidth usage. Basic understanding of Port-Channels and Ether channels. Basic understanding of ticketing tools such as ServiceNow or Remedy. Familiarity with basic OS administrative tools and how to locate them. Ability to analyze event logs/sys logs. File system (FAT, NTFS etc.) and partitioning knowledge. Basic understanding of system processes/services and user processes. Good knowledge in storage and backup technology. Strong knowledge in backup and recovery operations. Good knowledge of Tape Libraries, Backup Appliances, and Virtual Tape Libraries. Good understanding of networking concepts. Basic knowledge of infrastructure components. Knowledge in alert handling and monitoring. Familiarity with Linux and Windows commands. Very fluent in Structured Query Language (SQL). Knowledge of database background processes. Knowledge of 3-Tier, client-server architectures, and web services. Knowledge on Office 365. Basic network knowledge. Exposure to technology/processes as per audit requirements. Working knowledge of MS Excel, Word, PowerPoint, and Outlook. Education: High School