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 environment. 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 changes after implementation.
- Maintain accurate incident and troubleshooting documentation and contribute to Knowledge Management / Knowledge Articles .

- Identify recurring issues and recommend process improvements, automation opportunities, and preventive measures .

- Work closely with global and cross-functional teams to ensure effective service delivery and customer support .

Required Technical Skills
- Service Desk / L1-L2 Technical Support
- Incident Management & P1/P2 Incident Handling
- ITSM / ITIL Practices
- SLA Monitoring & Escalation Management
- Technical Troubleshooting
- Linux Troubleshooting & Log Analysis
- Basic Network Troubleshooting – DNS, TCP/IP, connectivity and ports
- SQL / Database Validation
- Root Cause Analysis (RCA)
- ServiceNow or any ITSM Ticketing Tool
- Cross-functional Coordination & Communication
- Knowledge Management / Continuous Improvement

Preferred Skills
- Experience working with NOC / Operations teams .

- Knowledge of Client-Server Architecture and Application Flow (Client → Backend → Database) .

- Understanding of REST APIs and API connectivity.
- Knowledge of Continual Service Improvement (CSI) concepts.

- Experience creating or maintaining Knowledge Base / Knowledge Articles .

- Understanding of service desk KPIs , including SLA compliance, MTTR, ticket backlog, incident volume, and resolution performance

.

- Solid analytical and problem-solving skills.
- Excellent communication and cross-functional coordination skills.

Ideal Candidate Profile The ideal candidate will have experience in Application Support, Production Support, Service Desk Operations, or IT Operations , with strong exposure to Incident Management, Technical Troubleshooting, Monitoring, Log Analysis, SQL Validation, Network Diagnostics, RCA, and SLA Management

.

Candidates with experience working in 24x7 production support/NOC environments

, handling P1/P2 incidents

, and coordinating with multiple technical teams will be preferred.

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