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Support Analyst - ITIL / ITSM Framework

Support Analyst - ITIL / ITSM Framework

the vecAHyderabad
2 days ago
Job description

We are seeking an experienced Support Analyst with 4-6 years of expertise in ITIL / ITSM processes, environment management, and support operations.

The ideal candidate will be responsible for managing incidents, service requests, releases, and non-production environments, while collaborating with DevOps / SRE teams for efficient delivery.

Strong communication and stakeholder management skills are essential for this role.

Key Skills & Certifications :

  • Certifications : ITIL Certified / ITSM Certified (mandatory).
  • ITSM Process Management : Incident, Change, Release, and Service Request Management.
  • Tools Expertise : ServiceNow, Jira, Remedy (or equivalent ITSM / ticketing tools).
  • Environment Support : Non-production environment governance and coordination.
  • DevOps / SRE Exposure : Basic understanding of CI / CD pipelines, monitoring, and AWS environments.
  • SDLC Knowledge : Strong grasp of software development lifecycle processes.
  • Cloud & Infra Awareness : Working knowledge of AWS cloud environments.
  • Soft Skills : Strong communication, problem-solving, and coordination skills.

Roles & Responsibilities :

  • Handle and resolve incidents, service requests, and problem tickets within SLA.
  • Coordinate with cross-functional teams for timely resolution.
  • Manage release coordination activities across non-production environments.
  • Oversee environment availability, configuration, and governance.
  • Collaborate with DevOps / SRE teams for environment stability and deployments.
  • Ensure adherence to ITIL / ITSM best practices.
  • Track and report incident trends, recurring issues, and process improvements.
  • Maintain compliance with release / change management policies.
  • Act as a liaison between technical teams, QA, and business stakeholders.
  • Provide timely updates and escalation management for critical incidents.
  • Document and maintain support knowledge base.
  • Identify automation opportunities in support processes.
  • Contribute to improving environment reliability and reducing downtime.
  • Participate in retrospectives to enhance team efficiency.
  • 4-6 years of experience in ITIL / ITSM-based support roles.
  • Strong exposure to ticketing tools, release management, and environment governance.
  • Basic working knowledge of DevOps / SRE concepts and AWS

    • (ref : hirist.tech)

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