Associate Technology Operations Analyst

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 a 24x7 Global Operations / NOC / SOC environment
• Understanding of SLAs, OLAs, and KPIs
• 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)

It Would Be Great If You Also Had

• Strong communication and documentation skills
• Ability to work under pressure in a fast-paced operations environment
• Customer-focused mindset with attention to detail
• Willingness to learn and grow in IT operations

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

Hours of Work

• Full-time, IST
• 40 hours per week
• Hybrid working environment

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.