L1 Operations Support Analyst

Job Description - L1 Operations Support Analyst

Customer Communications Platform

We are looking for an L1 Operations Support Analyst at Gurugram location to provide day-to-day operational support for Customer Communications Management (CCM) and associated applications, infrastructure databases, integrations, and communication templates.

The role is responsible for monitoring platform health, executing standard operating procedures, supporting scheduled processes and reports, performing basic troubleshooting, managing operational tickets, and escalating issues to L2/L3 teams when required.

Role Summary

Role: L1 Operations Support Analyst

Domain: Customer Communications Platforms / Customer Communications Management

Experience: 1-2 years

Function: Production Support / Managed Operations

Shift: 24x7 / rotational, as applicable

Primary Focus: Platform monitoring, batch operations, incident/request management, basic troubleshooting, reporting, configuration support, and L2/L3 escalation.

Required Skills & Experience

- 1-2 years of experience in L1/L2 application operations, production support, managed services, or application support.
- Experience supporting customer communications, document composition, correspondence, reporting, or enterprise communication platforms .
- Good understanding of production support and ITIL-based Incident, Request, Change, and Problem Management .
- Experience with application monitoring, batch/job monitoring, and production operations.
- Basic knowledge of:
- Windows/Linux servers
- Application and web services
- Databases and SQL
- File systems and disk utilization
- Network/connectivity troubleshooting
- Application logs
- URLs and web services

- Ability to execute scripts/runbooks and perform operational activities according to SOPs.
- Solid incident documentation, communication, and handover skills.




- Ability to work in a 24x7 production support / shift-based environment , if required.

Preferred Technical Exposure

Exposure to one or more of the following would be advantageous:

- Customer Communications Management (CCM) platforms
- Web/application servers
- SQL/database monitoring
- Linux/Windows administration basics
- Monitoring tools and dashboards
- Enterprise reporting platforms
- Application integration and APIs
- DR and business continuity processes

Behavioural Competencies

- Strong attention to detail and operational discipline.
- Good analytical and troubleshooting skills.
- Ability to follow SOPs and production controls precisely.
- Proactive monitoring and ownership of operational issues.
- Good written and verbal communication skills.
- Ability to work effectively with L2/L3, infrastructure, database, network, application, business, and vendor teams.
- Ability to work under SLA-driven production support environments.
- Strong customer-service mindset and ability to communicate technical issues clearly to non-technical stakeholders.

Key Performance Indicators (KPIs)

- Adherence to agreed SLA timelines .
- Successful completion of scheduled operational processes.
- Timely identification and escalation of incidents.
- Accuracy of operational logs and handovers.
- First-level incident resolution rate.
- Reduction in repeat operational issues through effective documentation.
- Compliance with SOP, change, security, and operational procedures.
- Timely completion of periodic operational activities.
- Successful participation in DR and operational readiness exercises.

Experience with Customer Communications Management (CCM) platforms will be highly desirable.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Application Support Analyst (Gurugram)
🏢 Intense Technologies
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