Operation Support Analyst

Position Summary :

The purpose of the Operations Support Analyst role is to deliver wetstock management services across all contracts as per client agreements, to manage the day-to-day responsibilities associated with tier 1 in system support, helpdesk activities, industry specific alert / alarm management and data analysis functions.

Responsibilities :

• Tier 1 Support & Helpdesk Operations- Manage Tier 1 helpdesk by responding to issues promptly and escalating when necessary. Handle exception investigations and troubleshooting as per client agreements, using ticket management software and standard workflows.
• Maintain effective client communication and account administration
• Alert & Alarm Management-  Monitor and manage alarms / alerts using specialized tools, adhering to defined workflows and timeframes based on alert categories and client contracts. Track up time of deployed data collection systems and escalate issues as needed.
• Data Analysis & Reporting-  Operate software to process and analyze incoming data. Identify trends, exceptions, and requirements for root cause analysis. Support the team with data queries and technical issues. Publish results across multiple platforms, deliver on analysis KPIs , and develop ad hoc professional reports for internal and external distribution.
• Client & Stakeholder Engagement- Collaborate with key customer account managers to provide technical support . Liaise with clients via email or phone during investigations, request feedback, and guide next steps based on accurate observations.
• Training & Knowledge Sharing-  Demonstrate the ability to learn quickly and work effectively across multiple platforms, even with limited resources. Maintain a growth mindset by incorporating regular feedback from peers and supervisors to continuously improve the quality of work. Show a strong willingness to learn and adapt in a dynamic environment.
• Performance Monitoring & Feedback- Report on KPIs across all functions and review them regularly with the Operations Team Lead. Offer feedback on workflow effectiveness, quality standards, and operational issues to support continuous improvement.

Requirement :

About Aumni Techworks :

Aumni Techworks, established in 2016, is a Software Services Company that partners with Product companies to build and manage their dedicated teams in India. So, while you are working for a services company, you are working within a product team and growing with them. We do not take projects, and we have long term (open ended) contracts with our clients. When our clients sign up with us they are looking at a multi-year relationship. For e.g. Some of the clients we signed up 8 or 6 years, are still with us. We do not move people across client teams and there is no concept of bench. At Aumni, we believe in quality work, and we truly believe that Indian talent is at par with someone in NY, London or Germany. 300+ and growing.

Benefits of working at Aumni Techworks :