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 setting. 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 Manag

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