We are seeking an experienced Support Analyst with 4-6 years of expertise in ITIL/ITSM processes, environment management, and support operations.

The ideal candidate will be responsible for managing incidents, service requests, releases, and non-production environments, while collaborating with DevOps/SRE teams for efficient delivery.

Strong communication and stakeholder management skills are essential for this role.

Key Skills & Certifications :

- Certifications : ITIL Certified / ITSM Certified (mandatory).

- ITSM Process Management : Incident, Change, Release, and Service Request Management.

- Tools Expertise : ServiceNow, Jira, Remedy (or equivalent ITSM/ticketing tools).

- Environment Support : Non-production environment governance and coordination.

- DevOps/SRE Exposure : Basic understanding of CI/CD pipelines, monitoring, and AWS environments.

- SDLC Knowledge : Strong grasp of software development lifecycle processes.

- Cloud & Infra Awareness : Working knowledge of AWS cloud environments.

- Soft Skills : Strong communication, problem-solving, and coordination skills.

Roles & Responsibilities :

- Handle and resolve incidents, service requests, and problem tickets within SLA.

- Coordinate with cross-functional teams for timely resolution.

- Manage release coordination activities across non-production environments.

- Oversee environment availability, configuration, and governance.

- Collaborate with DevOps/SRE teams for environment stability and deployments.

- Ensure adherence to ITIL/ITSM best practices.

- Track and report incident trends, recurring issues, and process improvements.

- Maintain compliance with release/change management policies.

- Act as a liaison between technical teams, QA, and business stakeholders.

- Provide timely updates and escalation management for critical incidents.

- Document and maintain support knowledge base.

- Identify automation opportunities in support processes.

- Contribute to improving environment reliability and reducing downtime.

- Participate in retrospectives to enhance team efficiency.

- 4-6 years of experience in ITIL/ITSM-based support roles.

- Strong exposure to ticketing tools, release management, and environment governance.

- Basic working knowledge of DevOps/SRE concepts and AWS