Responsibilities

Investigate, troubleshoot, and resolve incidents, service requests, and operational issues.
Coordinate with technical teams, vendors, and stakeholders for issue resolution.
Monitor system performance, availability, and operational KPIs.
Support incident, problem, and change management processes.
Maintain operational documentation, knowledge base articles, SOPs, and support procedures.
Escalate critical issues and track them through to resolution.
Support post-implementation activities and transition solutions into Business-as-Usual (BAU) operations.
Prepare operational reports and provide regular updates to management and stakeholders.
Identify recurring issues and recommend improvements to enhance service quality and efficiency.

Qualifications

Experience in IT Operations Support, Application Support, or Technical Support.

Required Skills

Robust troubleshooting and problem-solving skills.
Knowledge of Incident Management, Problem Management, and Change Management.




Experience with ticketing tools such as ServiceNow, Jira, or similar.
Understanding of ITIL processes and IT service management.
Experience supporting enterprise applications and complex IT environments.
Ability to monitor systems, analyze issues, and coordinate resolution.
Strong communication and stakeholder-management skills.
Good documentation and reporting skills.
Ability to work effectively in a high-complexity and fast-paced project environment.

Preferred Skills

ITIL Foundation certification.
Experience with application monitoring and IT operations tools.
Knowledge of cloud platforms such as AWS or Azure.
Experience supporting 24/7 operations or critical business systems.
Knowledge of SLA management and service performance reporting.
Experience with enterprise applications, infrastructure, or integrated solutions.

📌 Operational Specialist (India)
🏢 Sharp Brains
📍 India