Technical Lead Analyst – IT – Night Shift
Location: RMZ Nexity - Hyderabad
Shift: Night Shift (Preferably 9:30 PM – 6:30 AM)
Role Summary
The Technical Lead Analyst – IT is responsible for ensuring high availability, stability, and security of mission-critical healthcare IT systems during night operations. This role provides end-to-end ownership of incident resolution across infrastructure, network, security, and application layers while acting as the technical escalation point for desktop and field engineers.
He will proactively detect, troubleshoot, and remediate issues to minimize clinical and operational disruption.
Core Responsibilities
1. Incident Ownership & Reliability
- Take complete ownership of incidents from detection to closure.
- Perform rapid triage across OS, network, application, and security layers.
- Resolve tickets generated for OS, applications and Network related incidents
- Drive Major Incident (P1/P2) bridges when required.
- Ensure adherence to SLAs, OLAs, and healthcare compliance requirements.
- Publish shift summaries and incident reports.
👉Expectation: No uncontrolled escalation — the Lead Analyst leads the resolution path.
2. Infrastructure & OS Management
- Troubleshoot Windows and Linux server environments.
- Monitor system health, storage, backups, and compute resources.
- Investigate performance bottlenecks and service failures.
- Execute controlled remediation and change activities.
3. Network Operations
Provide L2/L3 support for enterprise network infrastructure:
- FortiGate firewalls – policy troubleshooting, VPN issues, traffic flow analysis.
- Cisco Meraki – switching, wireless health, port issues, VLANs.
- Aruba switches & WiFi – client connectivity, AP health, configuration validation.
- Diagnose latency, packet loss, DNS, DHCP, and routing issues.
- Coordinate with ISPs during outages.
👉 Healthcare mindset: Network downtime directly impacts clinical systems — response must be immediate.
4. Security Stack Support
- Investigate alerts from:
- CrowdStrike
- Check Point Harmony
- Endpoint Privilege Control (EPC)
- Assist with containment during suspected security events.
- Validate endpoint posture and policy enforcement.
- Escalate confirmed threats per SOC workflow.
5. Microsoft 365 & Collaboration
- Troubleshoot Exchange Online, Teams, authentication, and mail flow.
- Support conditional access and MFA issues.
- Resolve user-impacting outages quickly to maintain care coordination.
6. Application Reliability
- Perform first-line troubleshooting for hosted and SaaS healthcare apps.
- Validate server connectivity, certificates, dependencies, and APIs.
- Engage vendors with actionable diagnostics.
👉 Ownership continues until service restoration, not just escalation.
7. Shift Leadership
Act as the highest technical authority during night shift:
- Guide desktop engineers through structured troubleshooting.
- He needs to troubleshoot and resolve tickets. Back log reduction is his primary KRA
- Provide remote hands direction, assistance for site teams.
- Prevent unnecessary vendor escalations.
- Maintain operational discipline.
Required Technical Expertise
Experience: 6–10 years in Infrastructure / NOC /IT/ Production Support
Must-Have Skills
- Strong cross-domain troubleshooting ability.
- Firewall and network fundamentals.
- Endpoint security tools.
- Microsoft 365 administration.
- Incident management platforms.
- Log analysis
- Presentation Skills
Preferred
- Healthcare IT exposure.
- ITIL certification.
- Azure / Cloud fundamentals.
- Automation mindset (PowerShell/Python is a plus).
Critical Competencies (Non-Negotiable)
Ownership Mentality - Self-motivated, disciplined and flexible
Does not pass incidents— drives them to closure.
Decision Making Under Pressure - Night shifts demand independent judgement.
Structured Troubleshooting - Avoids guesswork; follows layered diagnosis.
Communication - Clear updates during high-impact outages. Simplifies complex problems and drives resolution
