Vallaham
Website:
vallaham.com
Job details:
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.
- Strong 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.
Click on Apply to know more.
