HCLTech Hiring Analyst (Support & Operations) in Lucknow | Apply by Oct 18

Job Summary

This role focuses on monitoring IT infrastructure, servers, networks, applications and alerts using monitoring tools. The analyst performs initial troubleshooting and diagnosis of incidents and logs, categorizes, assigns and tracks incidents and service requests in the ticketing tool.

Key Responsibilities

• Respond to alerts and take predefined actions as per SOPs and runbooks.
• Escalate unresolved or critical issues to the appropriate L2/L3 teams within SLA timelines.
• Monitor backups, scheduled jobs and system health checks.
• Update ticket work notes with troubleshooting steps and resolution details.
• Follow shift handover processes and maintain operational documentation.
• Participate in bridge calls during major incidents.
• Ensure compliance with ITIL processes, security policies and operational guidelines.
• Generate and share daily operational reports and incident summaries.

Required Skills

• Basic knowledge of Windows and Linux operating systems.
• Understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Familiarity with monitoring tools such as SolarWinds, SCOM, Zabbix, PRTG or similar.
• Knowledge of ticketing tools such as ServiceNow, Remedy or Jira.
• Basic troubleshooting and analytical skills.
• Good communication and documentation skills.
• Understanding of ITIL Incident, Problem and Change Management processes.