Job Title: Service Desk Analyst – L1/L2
Location: Powai, Mumbai
Experience: 1–2 Years

Overview
We are looking for a Service Desk Analyst to provide L1/L2 technical support, incident triage, production monitoring, and service operations support within a global IT workplace. The ideal candidate should have hands-on experience in Incident Management, SLA Monitoring, Technical Troubleshooting, Log Analysis, Network Troubleshooting, RCA, and IT Service Management (ITSM).

The role involves monitoring application and system health, investigating incidents, coordinating with NOC and cross-functional technical teams, performing technical validation, and supporting continuous improvement initiatives.

Key Responsibilities
Monitor system/application health, alerts, performance, and availability using monitoring dashboards and tools.
Perform L1/L2 incident triage and troubleshoot technical issues within defined SLA timelines.
Analyze system and application logs to identify the root cause of incidents and service disruptions.
Perform Linux-based troubleshooting,



including service validation, process monitoring, and log analysis.
Conduct basic network troubleshooting, including DNS, TCP/IP, port connectivity, HTTP/HTTPS, API connectivity, firewall, NAT, and SSL/TLS validation.
Perform SQL-based validation to investigate transactional discrepancies and backend data inconsistencies.
Coordinate with NOC, application, infrastructure, database, and other cross-functional teams for incident resolution and escalation.
Support P1/P2 incident management, escalation, communication, and resolution activities.
Monitor and maintain SLA compliance, incident status, ticket queues, and service performance.
Perform deployment validation and post-release verification in controlled production environments.
Prepare and maintain Root Cause Analysis (RCA) documentation and identify preventive actions for recurring incidents.
Support Change Management activities and validate system/application chan

📌 Service Desk Analyst –/ (Mumbai)
🏢 Vallaham
📍 Mumbai