Job description
The Technology Operations Analyst will provide reliable L1/L2 production support across enterprise applications, infrastructure, network and security platforms. This role is responsible for monitoring system health, responding to alerts, troubleshooting incidents, supporting production changes, and collaborating with engineering and DevOps teams to maintain service stability and improve operational efficiency.
About you - Skills & Experience:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum 3 years of equivalent experience, Technology Operations, Infrastructure Support, Production Support, or Monitoring.
- Strong understanding of L1 production support for enterprise applications and services.
- Working knowledge of ITIL-based Incident Management and Change Management processes.
- Proficiency in Linux/Unix and Windows operating environments.
- Strong analytical, troubleshooting, communication, and stakeholder management skills.
It would be great if you have:
- Experience creating and maintaining runbooks, SOPs, and knowledge base articles.
- Ability to demonstrate ownership and accountability in production environments.
- Proactive approach to identifying operational gaps and driving continuous improvement.
- Interest in cloud technologies, automation, monitoring modernization, and DevOps practices.
- Comfortable working in 24x7 shift-based operations, including weekends or holidays as required.
- Devops and AIops related experience would be preferred.
What would you be doing in the role:
- Provide L1/L2 production support for enterprise applications, infrastructure components, and monitoring platforms.
- Monitor application and infrastructure health, respond to alerts, and ensure timely escalation of issues.
- Perform initial troubleshooting, incident analysis, and service restoration activities in line with defined processes.
- Support incident, change, and problem management activities following ITIL-based practices.
- Execute approved production changes, patching, maintenance tasks, and operational checks.
- Collaborate with DevOps, engineering, and application teams to support deployments and operational improvements.
- Contribute to alert optimization, runbook updates, SOP creation, and knowledge documentation.
About the Team:
The Global Operations Center (GOC) is described as Clarivate's 24×7 frontline operations organization, responsible for ensuring IT service stability, availability, and customer experience across multiple business segments. It serves as the central hub for monitoring, incident response, operational support, and service reliability.
Hours of Work :
- Fulltime and permanent role
- 40 hrs/week
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.