IT Ops Analyst II

Graduate Engineer IT Customer Experience & Collaboration

Location: Bangalore or Pune. Three days in the office per week.

Role Summary

The Graduate Engineer is a key member of a team that pulls together to create exceptional outcomes for our internal customers and JCI. Teamwork is a critical requirement for every team member. Working within a global operations and engineering team the role provides hands-on exposure to service delivery incident management and continuous improvement while building core enterprise IT capabilities. The role also provides execution and delivery of high-quality SLA-driven IT services across Customer Experience (CX) and Collaboration platforms (e.g. Microsoft Teams NICE CXone).

Behavioral Expectations:

• Work as One Team collaborate within and across teams always looking to learn and improve

• Work alongisde others to learn and to coach. The team thrives on continuous collaborative learning

• Focus on What Matters prioritise based on customer impact

• Improve Every Day learn from peers senior engineers incidents and project work and look to improve every day

Key Responsibilities:

• Support day-to-day IT service delivery in line with SLA commitments

• Assist in monitoring service performance and identifying risks

• Participate in incident request and problem management

• Provide clear communication to stakeholders on service status

• Analyse recurring issues and support root cause identification

• Contribute to process improvements to reduce repeat issues

• Collaborate with global IT teams and vendors

• Support implementation and testing of new solutions and upgrades

Key Skills & Experience:

• Strong communication and teamwork skills

• Ability to work in a global matrixed environment

• Degree in IT Computer Science Engineering or related field

• Strong interest in IT operations and collaboration technologies

• Basic understanding of IT service management concepts

Success Measures:

• Always collaborating within our team environment. The team wins together

• Gaining competency in all the technology platforms we support and beyond. We will support you every step of the way

• Development of technical and operational capability

• Contribution to SLA adherence and service stability

• Reduction in repeat incidents

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1