Incident Response Analyst

About the role

Document all reported issues, diagnostic steps, and resolutions in the ticketing system for knowledge sharing and trend analysis. Escalate unresolved or complex cases to Tier 3 Engineering or R&D teams with detailed findings and replication steps. Proactively identify recurring problems and recommend product or process improvements to reduce break/fix volume.

What you'll do

• Troubleshoot and resolve endpoint installation, configuration, connectivity, and performance issues across Windows, macOS, and Linux environments
• Perform deep-dive analysis using system logs, traces, and debug data to identify root causes
• Collaborate with internal teams (Support, QA, R&D, Product Management) to drive rapid resolution of high-impact incidents
• Maintain high standards of communication with customers, ensuring timely status updates and clear explanations of findings and solution

What you need

• 3–6 yrs of experience
• Incident response
• Linux
• SIEM
• AWS
• Active Directory
• Azure
• B.Tech or B.E. or B.Sc or BCA

Good to have

• CISSP
• CEH
• Python
• SQL
• PowerShell
• Intune