Analyst (Support & Operations)

Job Summary

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

2. 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

3. 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

4. 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

5. 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

6. Daily Operations & Reporting

• Track job volumes, alert volumes, and incident metrics

• Provide daily/weekly updates on:

• Job execution status

• Alert handling

• Incident trends

• Highlight risks, recurring issues, and improvement areas

7. Continuous Improvement

• Identify false alerts / threshold issues and recommend optimization
• Contribute to KB articles and runbook updates
• Support automation and process improvements in batch operations

Skill Requirements

• Control‑M (Batch scheduling, monitoring, job ordering)
• ITSM tools (ServiceNow or equivalent)
• Monitoring tools (Glass Table / dashboards)
• Incident & Change Management

Other Requirements

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