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

- Strong 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.
- Robust communication and stakeholder-management skills.
- Positive 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