IT Ops Analyst II

• *Graduate Engineer – IT Customer Experience \& Collaboration**

• *Location**: Bangalore or Pune. Three days in the office per week.

• *Role Summary**

The Graduate Engineer is a key member of a team that pulls together to create exceptional outcomes for our internal customers and JCI. Teamwork is a critical requirement for every team member. Working within a global operations and engineering team, the role provides hands\-on exposure to service delivery, incident management, and continuous improvement while building core enterprise IT capabilities. The role also provides execution and delivery of high\-quality, SLA\-driven IT services across Customer Experience (CX) and Collaboration platforms (e.g., Microsoft Teams, NICE CXone).

• *B****ehavioral Expectations:**

• Work as One Team – collaborate within and across teams, always looking to learn and improve
• Work alongisde others to learn and to coach. The team thrives on continuous, collaborative learning
• Focus on What Matters – prioritise based on customer impact
• Improve Every Day – learn from peers, senior engineers, incidents and project work and look to improve every day

• *Key Responsibilities:**

• Support day\-to\-day IT service delivery in line with SLA commitments
• Assist in monitoring service performance and identifying risks
• Participate in incident, request, and problem management
• Provide clear communication to stakeholders on service status
• Analyse recurring issues and support root cause identification
• Contribute to process improvements to reduce repeat issues
• Collaborate with global IT teams and vendors
• Support implementation and testing of new solutions and upgrades
• *Key Skills \& Experience:**

• Strong communication and teamwork skills
• Ability to work in a global, matrixed environment
• Degree in IT, Computer Science, Engineering, or related field
• Strong interest in IT operations and collaboration technologies
• Basic understanding of IT service management concepts

• *Success Measures:**

• Always collaborating within our team environment. The team wins together
• Gaining competency in all the technology platforms we support and beyond. We will support you every step of the way
• Development of technical and operational capability
• Contribution to SLA adherence and service stability
• Reduction in repeat incidents