Technical Support Analyst II

Job description

**Technical Support Analyst II** **Desired Experience Range:** 2 - 5 years **Location of Requirement:** Bangalore The Technical Support Analyst II plays a pivotal part in supporting global media production and distribution systems. This role serves as the first touch of technical engagement, responsible for intake, triage, and resolution of incidents, issues, and service requests, while ensuring seamless collaboration with engineering teams. The selected candidate will be able to leverage problem solving skills to execute the right runbooks to maintain service availability, as well as maintain accurate documentation across critical business applications, streaming workflows, and satellite/broadcast systems. **Must-Have:** - 3+ years of experience in a 24x7 IT call center or helpdesk role - Knowledge of ITSM tools such as ServiceNow, PagerDuty, and JIRA - Hands-on experience fulfilling user service requests and leveraging problem solving skills to troubleshoot first-line technical issues, escalating to key engineering stakeholders as necessary - Ability to work well under pressure and manage priorities with urgent deliverables - Excellent communication and interpersonal skills for presenting needs, challenges, and solutions to teams, partners, and stakeholders - Ability to deliver high-quality results in a heavy multitasking environment - Experience leading peers as well as working with minimal supervision - ITIL v3/v4 Foundation Certification **Preferred Qualifications** - Experience with observability tools such as Datadog, BigPanda, Conviva, Grafana, Splunk - Familiarity with streaming media workflows, broadcast systems, and IT infrastructure - Familiarity with Major Incident Management, Problem Management, Change Management **Responsibilities and Duties of the Role:** Focus on major areas of work, typically 20% or more of role **% of Time** **20%** - **Incident Intake & Escalation** - Serve as the main point of contact for handling all issues and requests reported by stakeholders. - Efficiently capture incident details through phone calls, chat interviews or monitoring. - Analyze incidents thoroughly using problem solving to understand their scope and impact. Work tickets, triage, and/or escalate as necessary. - Collaborate with technical support teams, engineering, and media specialists to implement enhancements and optimize media delivery. **60% - Documentation, Incident Tracking and Reports, & Training** - Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed. - Participate actively in incident management processes, documenting and managing incidents throughout their lifecycle. - Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base. - Assist in training junior members of the team. - Develop and coordinate peer technical acumen training program. - Review and update technical documentation and runbooks. - Assist in the onboarding process, review documentation, coordinate training sessions. **20%** - **Monitoring** - Monitor various service-health platforms and stakeholder communication platforms like Teams, Datadog, BigPanda, email, etc. - Proactively identify and address potential issues or performance bottlenecks.