Service Operations Analyst Level 1

Company Overview

Outsourced is a leading ISO certified India & Philippines offshore outsourcing company that provides dedicated remote staff to some of the worlds leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Key Responsibilities

• Technical Support:
• Resolve technical issues within strict SLAs.
• Efficiently handle service requests, including user provisioning, group updates, and mailbox management.
• Maintain a low negative peer review rate.
• System Maintenance:
• Conduct regular system upgrades and patches.
• Troubleshoot system issues and implement effective solutions.
• Monitor system performance and proactively address potential problems.
• Alert Management:
• Respond promptly to system alerts and investigate root causes.
• Collaborate with the team to resolve critical issues and prevent recurrence.
• Implement problem management strategies for recurring alerts.
• Patch Management:
• Ensure timely patching of managed devices to maintain security compliance.
• Resolve patch-related warnings and alerts.
• Coordinate with the team to address complex patch deployment issues.
• Backup Monitoring:
• Monitor backup jobs and take corrective actions for failures.
• Minimize backup job failures through optimization and troubleshooting.
• Escalate critical backup issues to the appropriate team members.
• Billing and Reporting:
• Accurately log all work performed and allocate efforts to client agreements.
• Maintain a high billing utilization rate.

• Minimum 5 years of professional work experience
• Minimum 2 years of experience in the IT industry
• Strong understanding of ITIL principles
• Proficiency in Microsoft 365, Azure AD, and Conditional Access
• Experience with Veeam Backup or similar backup solutions
• Hands-on experience with Windows Server administration
• Knowledge of patching tools and processes
• Familiarity with RMM tools like Ncentral
• Excellent troubleshooting and problem-solving skills
• Strong written and verbal communication skills
• Ability to work independently and as part of a team
  
  

• Health Insurance: We provide medical coverage up to 20 lakh per annum, which covers you, your spouse, and a set of parents. This is available after one month of successful engagement.
• Professional Development: Youll have access to a monthly upskill allowance of ₹5000 for continued education and certifications to support your career growth.
• Leave Policy: Vacation Leave (VL): 10 days per year, available after probation. You can carry over or encash up to 5 unused days.
• Casual Leave (CL): 8 days per year for personal needs or emergencies, available from day one.
• Sick Leave: 12 days per year, available after probation.
• Flexible Work Hours or Remote Work Opportunities - Depending on the role and project.
• Outsourced Benefits such as Paternity Leave, Maternity Leave, etc.