IT Helpdesk Operations Analyst (AWS Environment)

Location: Chandigarh IT Park (Work from Office)

Experience: 4 7 Years

Department: Not specified

Type: Full-Time

We are looking for an IT Helpdesk Operations Analyst to support our US-based client by managing IT support requests, user onboarding/offboarding, access management, and day-to-day IT operations. Exposure to AWS cloud environments and DevOps practices will be an added advantage. The ideal candidate should be comfortable collaborating with Development and DevOps teams to assist in troubleshooting application issues, reviewing logs, supporting production deployments, and maintaining cloud-hosted applications.

Key Responsibilities

- Handle L1/L2 IT helpdesk tickets and ensure timely resolution within defined SLAs.

- Coordinate with engineering, infrastructure, and business teams to resolve incidents and service requests.

- Assist Development and DevOps teams in troubleshooting production issues hosted on AWS.

- Review AWS logs (e.g., CloudWatch) to support root cause analysis and incident resolution.

- Coordinate with DevOps teams during application deployments and production releases.

- Support monitoring of cloud-hosted applications and escalate infrastructure-related issues when required.

- Perform user onboarding and offboarding, including provisioning and deprovisioning accounts and access.

- Create, assign, track, and update tickets using Jira or similar ticketing systems.

- Maintain accurate documentation, knowledge base articles, and standard operating procedures (SOPs).

- Monitor ticket queues, prioritize requests, and provide regular status updates to stakeholders.

- Assist in incident coordination, follow-up, and documentation under the guidance of the Incident Lead.





- Support hardware and software setup for new employees and troubleshoot day-to-day IT issues.

- Identify recurring issues and recommend process improvements.

Required Skills
- 4 7 years of experience in IT Helpdesk, IT Operations, or Technical Support.
- Excellent verbal and written communication skills.
- Experience with Jira, ServiceNow, or similar ticketing tools.
- Hands-on experience with Microsoft 365 administration (Outlook, Teams, Azure AD/Entra ID, user access management).
- Basic understanding of AWS cloud services and DevOps practices is desirable, with the ability to collaborate effectively with Development and DevOps teams during incident investigation and production support.
- Valuable understanding of Windows and macOS troubleshooting.
- Experience with user onboarding/offboarding and access management.
- Understanding of incident management, SLA tracking, and escalation processes.
- Strong documentation and organizational skills.
- Ability to multitask and work independently in a fast-paced environment.

Preferred Qualifications
- Experience working with UK, German, or US clients or global teams.
- Basic knowledge of identity and access management (IAM), SSO, or Azure AD.
- Exposure to AWS services such as CloudWatch, EC2, IAM, S3, RDS, and Lambda.
- Familiarity with DevOps concepts including CI/CD pipelines, Git, Jenkins, Azure DevOps, GitHub Actions, or similar deployment tools.
- Experience supporting cloud-hosted applications in production environments will be an added advantage.

Notice Period
- Immediate joiners or candidates with a notice period of 30 days or less will be preferred.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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