Associate Technology Operations Analyst

We are seeking anAssociate Technology Operations Analyst to join ourGlobal 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 ofITIL processes (Incident, Request, Change, Problem, Event Management) 
• Knowledge ofWindows/Linux environments 
• Familiarity withmonitoring tools (Datadog, Centreon, Pingdom, Zabbix, SolarWinds, etc.) 
• Experience withITSM 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 

• ProvideLevel 1 and 1.5 support for infrastructure, applications, and end-user issues followingITIL best practices 
• Monitor alerts and events using enterprise monitoring tools (e.g., Centreon, Pingdom, Datadog, Zabbix, or similar platforms) 
• Perform initialincident 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 

• Manageincident, 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 inMajor 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 updateknowledge base articles, SOPs, and runbooks 
• Follow validation and standardization processes for documentation 
• Contribute to continuous service improvement initiatives 

Shift & Operational Excellence 

• Work in a24x7 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 qualifiedpersons 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.