IT Helpdesk & Operations Analyst
Acmeminds · Gurugram · onsite · Posted 71d ago
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About this role
IT Helpdesk Operations Analyst (AWS Environment) - AcmeMinds
IT Helpdesk Operations Analyst (AWS Environment)
IT Helpdesk Operations Analyst (AWS Environment)Chandigarh IT Park (Work from Office)
4 7 Years
We are looking for an IT Helpdesk Operations Analyst to support our US-based client by managing IT support requests, user onboarding/offboarding, access management, and day-to-day IT operations. Exposure to AWS cloud environments and DevOps practices will be an added advantage. The ideal candidate should be comfortable collaborating with Development and DevOps teams to assist in troubleshooting application issues, reviewing logs, supporting production deployments, and maintaining cloud-hosted applications.
- Handle L1/L2 IT helpdesk tickets and ensure timely resolution within defined SLAs.
- Coordinate with engineering, infrastructure, and business teams to resolve incidents and service requests.
- Assist Development and DevOps teams in troubleshooting production issues hosted on AWS.
- Review AWS logs (e.g., CloudWatch) to support root cause analysis and incident resolution.
- Coordinate with DevOps teams during application deployments and production releases.
- Support monitoring of cloud-hosted applications and escalate infrastructure-related issues when required.
- Perform user onboarding and offboarding, including provisioning and deprovisioning accounts and access.
- Create, assign, track, and update tickets using Jira or similar ticketing systems.
- Maintain accurate documentation, knowledge base articles, and standard operating procedures (SOPs).
- Monitor ticket queues, prioritize requests, and provide regular status updates to stakeholders.
- Assist in incident coordination, follow-up, and documentation under the guidance of the Incident Lead.
- Support hardware and software setup for new employees and troubleshoot day-to-day IT issues.
- Identify recurring issues and recommend process improvements.
- 4 7 years of experience in IT Helpdesk, IT Operations, or Technical Support.
- Excellent verbal and written communication skills.
- Experience with Jira, ServiceNow, or similar ticketing tools.
- Hands-on experience with Microsoft 365 administration (Outlook, Teams, Azure AD/Entra ID, user access management).
- Basic understanding of AWS cloud services and DevOps practices is desirable, with the ability to collaborate effectively with Development and DevOps teams during incident investigation and production support.
- Good understanding of Windows and macOS troubleshooting.
- Experience with user onboarding/offboarding and access management.
- Understanding of incident management, SLA tracking, and escalation processes.
- Strong documentation and organizational skills.
- Ability to multitask and work independently in a fast-paced environment.
- Experience working with UK, German, or US clients or global teams.
- Basic knowledge of identity and access management (IAM), SSO, or Azure AD.
- Exposure to AWS services such as CloudWatch, EC2, IAM, S3, RDS, and Lambda.
- Familiarity with DevOps concepts including CI/CD pipelines, Git, Jenkins, Azure DevOps, GitHub Actions, or similar deployment tools.
- Experience supporting cloud-hosted applications in production environments will be an added advantage.
- Immediate joiners or candidates with a notice period of 30 days or less will be preferred.
At AcmeMinds, we believe people do their best work when they feel supported, valued, and empowered.
Just clear communication, shared goals, and mutual respect.
Work-Life BalanceWe believe in focused work during work hours real life after. Our team culture encourages personal time.
Comprehensive medical coverage and access to mental wellness resources because your health matters.
We celebrate differences, champion diversity, and ensure everyone feels safe to be their authentic selves.
The AcmeMinds Hiring JourneySend us your resume and portfolio (if applicable). We review every application with care.
Intro InterviewA quick, friendly conversation to get to know you and for you to get to know us.
Final InterviewA conversation with leadership, culture fit, career goals, and what growth looks like at AcmeMinds.
Offer InductionIf it s a match, we ll send your offer and get you started with a smooth, welcoming onboarding.
How to ApplySubmit your application using the form with your details and updated CV.
Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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