Analyst (Support & Operations)

Responsible for 24x7 infrastructure monitoring and batch job operations using Control‑M, ensuring job execution, alert management, SLA adherence, and coordination with application/infrastructure teams for timely resolution.

Key Responsibilities

1. Infrastructure Monitoring

Monitor alerts across domains (Network, Compute, Cloud, IAM, etc.) and take timely action Validate alerts and raise incidents where required Ensure timely acknowledgement, updates, and warm handovers within SLA Perform continuous monitoring of Glass Table / dashboards and highlight discrepancies/issues

1. Control‑M Batch Operations

Execute and manage batch jobs across DEV, UAT, and PROD environments Order jobs/folders as per requests (daily, monthly, quarterly schedules) Monitor job status (success, failure, held jobs) and take corrective actions Re-trigger failed jobs and ensure successful completion Handle average held jobs and ensure closure within defined SLA windows

1. Incident & Ticket Management

Raise incidents for failures, discrepancies, or monitoring gaps Perform follow-ups for ticket updates, work notes, and stakeholder communication Ensure proper ticket hygiene and SLA compliance Categorize incidents accurately and verify business impact

1. Change & Release Support

Support change execution (job promotions, XML deployments, scheduling changes) Validate batch activities post‑deployment Participate in ECR approvals and change governance activities

1. Coordination & Escalation

Coordinate with application, infrastructure, and vendor teams for issue resolution Initiate bridge calls for critical failures or widespread impact Escalate issues as per severity and business impact

1. Daily Operations & Reporting

Track job volumes, alert volumes, and incident metrics