Analyst (Support & Operations)

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: Autonomics platforms, AIOps tools, Python, Shell, PowerShell, Windows, Linux, AWS, Azure, REST APIs, ITIL, ServiceNow

Job Summary
The Autonomics L2 Engineer is responsible for Level‑2 support, troubleshooting, and enhancement of automation platforms that enable self‑healing, auto‑remediation, and operational efficiency across infrastructure and applications. The role supports automation workflows, scripts, runbooks, and integrations, while ensuring SLA compliance and platform stability.

Key Responsibilities
Autonomics / Automation Operations
• Provide L2 operational support for Autonomics platforms (e.g., runbook automation, auto‑remediation workflows, AIOps tools)
• Monitor automation jobs and workflows, ensuring successful execution and resolving failures
• Analyze automation exceptions and perform root‑cause analysis

Incident & Problem Management
• Handle automation‑related incidents and service requests escalated from L1
• Troubleshoot issues involving scripts, APIs, orchestration layers, and integrations
• Collaborate with L3/platform teams for complex defects or enhancements
• Participate in problem management to identify recurring issues and automate fixes

Automation Development & Optimization
• Modify and enhance existing automation scripts / workflows / runbooks
• Assist in onboarding new use cases into the automation platform




• Support integrations with tools such as:
• ITSM (ServiceNow, Remedy)
• Monitoring/AIOps tools
• Cloud and infrastructure platforms
• Ensure automation follows security, compliance, and governance standards

Platform Monitoring & Health
• Monitor health and performance of the Autonomics platform
• Identify capacity, performance, or reliability risks and recommend improvements
• Support patching, upgrades, and configuration changes as required

Documentation & Knowledge Management
• Maintain SOPs, runbooks, and automation documentation
• Create knowledge articles for L1 teams to improve first‑level resolution
• Provide reports on automation success rates, failures, and value delivered

Skill Requirements:
Technical Skills
• Hands‑on experience with Autonomics / automation platforms (enterprise automation or AIOps tools)
• Robust scripting knowledge (e.g., Python, Shell, PowerShell)
• Understanding of IT infrastructure components:
• Windows / Linux
• Cloud (AWS / Azure – basic to intermediate)
• Network and storage fundamentals
• Experience with REST APIs and integrations
• Familiarity with ITIL processes
• Experience using ITSM tools (ServiceNow preferred)

Soft Skills
• Strong analytical and troubleshooting abilities
• Good communication and coordination skills
• Ability to work in 24x7 / on‑call support models
• Automation‑first and continuous improvement mindset

📌 Analyst (Support & Operations) (Chennai)
🏢 HCL Technologies
📍 Chennai