Associate Technology Operations Analyst

Title: Associate Technology Operations Analyst Location: IND - Bangalore (DRG)

Location: IND - Bangalore (DRG) Workplace: Hybrid Employment: Full time

We are seeking an Associate Technology Operations Analyst to join our Global Operations team in Bangalore. The role is responsible for providing first-line technical and operational support across infrastructure, applications, and monitoring platforms, ensuring high availability and timely incident resolution in a 24x7 environment.

About You – experience, education, skills, and accomplishments

Bachelor's degree in computer science, Information Technology, or related field

0.6– 03 years of experience in IT operations, service desk, or infrastructure support

ITIL Foundation certification is a plus

Exposure to Private and public cloud platforms (AWS, Azure, GCP)

Experience in 24x7 Global Operations / NOC / SOC environment

Understanding of SLAs, OLAs, and KPIs

It would be great if you also have:

Experience with cloud data warehouses such as Snowflake, Data Bricks, BigQuery, or Amazon Redshift.

Familiarity with tools such as dbt, Airflow, Fivetran, and Segment.

Experience working with event-driven or semi-structured data (JSON, logs, clickstream).

Exposure to BI and visualization tools (Power BI, Tableau, SAP BusinessObjects).

Familiarity with AWS, Azure, or GCP, including data governance and security best practices.

Basic understanding of ITIL processes (Incident, Request, Change, Problem, Event Management)

Knowledge of Windows/Linux environments

Familiarity with monitoring tools (Datadog, Centreon, Pingdom, Zabbix, SolarWinds, etc.)

Experience with ITSM tools such as ServiceNow, PagerDuty, or equivalent

Basic networking concepts (TCP/IP, DNS, HTTP/S

What will you be doing in this role?

IT Operations & Support

Provide Level 1 and 1.5 support for infrastructure, applications, and end-user issues following ITIL best practices

Monitor alerts and events using enterprise monitoring tools (e.g., Centreon, Pingdom, Datadog, Zabbix, or similar platforms)

Perform initial incident triage, diagnosis, resolution, and escalation as per defined SLAs

Log, track, and update incidents, requests, and changes in the ITSM tool (ServiceNow or equivalent)

Incident & Request Management

Manage incident, service request, and event tickets end-to-end at L1

Identify recurring issues and escalate to L2/L3 teams with detailed documentation

Initiate and participate in Major Incident bridges as required and provide timely updates

Ensure accurate and timely communication with stakeholders

Monitoring & Alert Management

Own and manage monitoring alerts, validate false positives, and take appropriate action

Perform routine health checks and proactive monitoring activities

Ensure monitoring dashboards are accurate and updated

Documentation & Knowledge Management

Create and update knowledge base articles, SOPs, and runbooks

Follow validation and standardization processes for documentation

Contribute to continuous service improvement initiatives

Shift & Operational Excellence

Work in a 24x7 shift-based environment

Adhere to operational procedures, compliance, and audit requirements

Support change, release, and maintenance activities as per the schedule

At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.