Clarivate Analytics

We are seeking a Technology Operations Analyst to join our Level Two Production Operations team in Belgrade. We are looking for someone with experience in the customer support model. This position requires an individual who can maintain and enhance a complex system landscape, manage business-critical applications, and support cross-functional teams. The successful candidate will have direct ownership of their work and the opportunity to engage with various technologies in a collaborative and fast-paced environment. 

This role involves working closely with stakeholders and providing ongoing system administration and on-call monitoring support. Any experience with integrated SaaS applications, such as CRM, ERP, ETL, or cloud integration platforms, would be considered an asset.

About You – experience, education, skills, and accomplishments

• 2+ years of experience in Application and Infrastructure Monitoring, Incident Identification, Validation, Remediation and/or Escalation
• 2+ years of experience following operating procedures and runbooks to troubleshoot, resolve and document incidents
• 2+ years of experience managing and troubleshooting Linux and/or Windows Servers 
• 1+ years of database experience (such as writing and executing queries for analysis and troubleshooting)

It would be great if you also had . . .

• Experience with Boomi, Salesforce and/or Snowflake is considered a strong advantage
• ITIL V3/V4 Foundation Certification, Public and Private Cloud Certifications
• Change management experience
• Prior experience with ServiceNow
• Experience creating and maintaining documentation in Confluence and other relevant tools

What would you be doing in the role 

• Perform second-level troubleshooting support for the Clarivate applications and infrastructure
• Participate in an on-call rotation, responding to critical application incidents via different monitoring alerts and or raised by Level 1 support/incident management
• Work closely with level 3 support (DevOps and Dev engineering teams) for complex issue resolution and driving root cause and retrospective analysis
• Create Runbooks/Playbooks for routine application issues in the various SaaS applications, and aligning them to incidents by category 
• Support business stakeholders and processes
• Work on Server and database management tools
• Partner with third-party vendors and integrators to ensure effective solutions and support
• Assist users with technical inquiries and maintain up-to-date system documentation

About the team

The Level Two Production Operations team is a newly established team in Belgrade that will consist of experienced and skilled technical support specialists. This is an excellent opportunity to be part of an international team with a strong base in Belgrade and collaborate with other experts from India and the USA.

Benefits 

• Holidays: 25 days paid leave per annum
• Private Health Insurance
• Paid Lunch
• Yearly Bonus 
• Yearly Merit Plan
• My Learning Platform
• Fit Pass
• Life Insurance 
• Accident Insurance 
• Company bicycles for rent free of charge

Hours of Work

This is a permanent full-time position, with core engagement hours within CET time zone. This position also requires on-call rotation duty.

This is a hybrid position, you will be expected to work from our Belgrade office 3 days every other week.

#LI Hybrid

Please note that only shortlisted candidates will be contacted.

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.