Job Title: IT Operations Analyst

Company: Phenom

Location: Hyderabad, India

Job Summary

We are seeking an experienced IT Operations Analyst to join our team. The ideal candidate will have a strong background in operating systems which include Mac, Windows and Ubuntu. He/She should be able to troubleshoot hardware, and software issues within the defined SLAs. The IT Operations Analyst will be responsible for ensuring the performance, and security of our IT systems, including desktops, laptops, and mobile devices.

As an IT Operations Analyst is responsible for overseeing and analyzing various aspects of an organization's IT operations. Their main role is to ensure the smooth functioning of IT systems and processes, including monitoring and managing IT infrastructure, troubleshooting technical issues, performing routine maintenance tasks, analyzing system performance, developing and implementing IT policies and best practices, conducting risk assessments, managing vendor relationships, and providing technical support and training to end-users as needed. They possess strong technical knowledge of IT infrastructure, IT monitoring and management tools, IT security principles, and analytical and problem-solving skills to identify and resolve technical issues efficiently. IT Operations Analysts must have excellent communication and interpersonal skills to collaborate with team members and stakeholders and the ability to work under pressure in a fast-paced environment. Familiarity with ITIL framework, cloud computing platforms, and services is also beneficial.

RESPONSIBILITIES:

• Monitoring and managing IT infrastructure, including networks, servers, and applications.
• Troubleshooting and resolving technical issues related to hardware, software, and network connectivity.
• Performing routine maintenance tasks such as system backups, security patches, and software updates.
• Analyzing system performance and identifying areas for improvement to enhance efficiency and reliability.
• Developing and implementing IT policies, procedures, and best practices.
• Collaborating with cross-functional teams to address IT-related challenges and implement solutions.
• Conducting risk assessments and implementing appropriate security measures to protect data and systems.
• Managing vendor relationships and coordinating the procurement of IT equipment and services.
• Documenting system configurations, processes, and procedures.
• Providing technical support and training to end-users as needed

PROFESSIONAL EXPECTATIONS:

• Hands-on experience with MAC, Windows & Ubuntu Operating Systems.
• Provide technical assistance and support to end-users through phone, email, or in-person for the issues related to the user laptops, software, hardware, network, etc.
• Ensure compliance with company policies and procedures
• Automate routine tasks and streamline processes through scripting and automation tools
• Strong technical knowledge of IT infrastructure, including servers, networks, operating systems, and databases.
• Proficiency in IT monitoring and management tools for performance analysis and troubleshooting.
• Solid understanding of IT security principles and best practices.
• Analytical and problem-solving skills to identify and resolve technical issues efficiently.
• Strong communication and interpersonal skills to collaborate with team members and stakeholders.
• Develop and maintain documentation of IT systems and processes
• Implement and manage patch management solutions to keep systems up-to-date and secure
• Provide technical support to end-users, including resolving help desk tickets within the defined SLAs and handling escalating issues as needed
• To conduct periodic user access control verifications
• Monitor system performance and identify potential issues and provide updates.
• Collaborate with other IT professionals to resolve complex technical issues.
• Provide monthly reports to IT Manager on key findings and assessments
• Should be able to work on the IT Manager defined frameworks. Create and maintain technical documentation (KBs) for user reference.
• Should have Experience in using and troubleshooting the SAAS applications.

Requirements:

1. Bachelor's degree in Computer Science, Information Technology, or related field
2. 3+ years of experience in IT operations or related field
3. Strong knowledge of Mobile Device Management (MDM) solutions for desktops, laptops, and mobile devices

Flexible to work in Shifts

1. These two roles should have exceptional communication skills in order to deal with EMUI & USA users.
2. These candidates should have to work in USA or EMEA timings
3. These roles are purely WFO roles

About Phenom

Phenom People is a Product based company, a leader in Talent Experience Management (TXM for short.) and a fast-growing company. The combination of Hyper-personalized experiences that attract and convert the right talent-upskilling and growth opportunities to develop and retain top talent AI-enriched insights and marketing tools to improve recruiting efficiency-Robust analytics to make smarter data-driven, decisions make us the best TXM leaders.