Senior Analyst, IT Service Operations

Senior IT Service Operations Analyst

Driving human progress is not just about providing cutting-edge technology – it’s also about maintaining and supporting it. Our IT Service Operations team provides holistic support and proactive monitoring to maintain the overall health of IT applications, tools and infrastructure in complex global businesses. We are subject matter experts in hardware, data and software, security, information access, system performance and data integrity. We also work in partnership with other IT functions and departments to recommend process improvements and resolve system outages.

Join us as a Senior IT Analyst on our IT Service Operations team in Hyderabad, India to do the best work of your career and make a profound social impact.

What you’ll achieve

As a Senior Analyst, IT Service Operations, you will be responsible for providing L1/L2 production support for large enterprise systems and applications and with opportunities to work on Site Reliability Engineering initiatives. You will work with Sales Operations team from different regions on providing solutions for any issues, incidents, requests and tasks on Sales applications and tools. You will be making use of different monitoring tools like Catchpoint, Splunk, RiverBed, etc., in addition to analytical skills to proactively identify any issues.

You will:

• Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible.

• Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements.

• Document troubleshooting steps and service restoration details.

• Create and submit knowledge articles.

• Provide specialized investigation and diagnosis of all Incidents and Service Requests.

• Verify resolution with end-users and resolve assigned Incidents.

• Escalate Major Incidents to the Incident and/or Problem Manager.

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

• Bachelor’s degree in Computer Science or Electronics & Communications or IT or related fields involving software and systems engineering.

• 3+ years’ experience in technology domain in large enterprises.

• 2-3 Years’ experience in Production Systems Monitoring and Systems Engineering from support perspective using ServiceNow or similar tools at L1/L2/L3 level.

• Exposure to full stack development on Microsoft .Net and related platforms

• Programming skills in at least one of languages .Net C#, Python, Perl, Web API (MS ASP.Net), MVC, WCF, HTML5, CSS, JavaScript, JSON, SOAP, REST, JQuery, .Net Framework, Web Services.

• Ability to work in shifts.

Desirable Requirements

• Exposure to DevOps Admin roles and responsibilities, CI/CD, PCF, Blue-Green deployment for production systems resolutions/fixes.

• ITIL v3/v4 certification.

• Knowledge of client/server networks.

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life - while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here.