Analyst - Platform Operations

Role Name: Analyst – Platform Operations

At Kapture CX, we are looking for an Analyst – Platform Operations in our Customer Experience team.

Who are we?

Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We partner with enterprises across industries to bring scalable automation and insight-driven efficiencies to their CX operations.

Over a thousand clients across 18 countries have used Kapture’s products to enhance their customer experience, including Unilever, Reliance, Coca-Cola, Bigbasket, Meesho, Airtel Payments Bank and Cathay Pacific. Kapture delivers industry-specific solutions powered by AI, tailored workflows, and seamless automation.

Kapture CX is headquartered in Bangalore and we have offices in Mumbai and Delhi/NCR in India, in addition to offices in the USA, UAE, Singapore, Philippines and Indonesia.

What is this role all about?

We are looking for an Analyst to ensure high availability, reliability, and performance of our SaaS platform. Beyond day-to-day ticket resolution and incident management, this role will contribute to building dashboards, internal utilities, and automated workflows that reduce toil and drive operational excellence. The ideal candidate bridges development and operations, using technical skills to not just resolve issues, but help identify and eliminate recurring problems.

Sounds interesting?

Here’s a more detailed description of what you will do in this role:

• You will resolve production incidents and customer-reported issues end-to-end, including triage, resolution, and post-incident review.
• You will build and maintain observability dashboards (Grafana, centralized logging) that give engineering and product teams real-time visibility into platform health and failure patterns.
• You will develop internal scripts and utilities to handle bulk or recurring issues at scale — reducing ticket volume and manual effort over time.
• You will support RCA for major incidents, identify systemic root causes, and work with Product and Engineering teams to ensure preventive actions are implemented.
• You will analyze ticket trends and platform telemetry to surface patterns and translate them into actionable inputs for the right team.
• You will validate API behavior across client → gateway → backend chains; clearly distinguish client-side failures (payload, auth, headers) from server-side issues (latency, errors, downtime).
• You will support deployment validation and production release monitoring and automate repeatable checks wherever possible.

This is a Bangalore-based role . We work five days a week from the office, as we believe in-person interactions fuel innovation and agility.

What does success look like in this role?

Success in this role means:

• Reduced MTTR for critical and high-priority issues.
• SLA adherence for issue response and resolution.
• Volume of recurring tickets eliminated through tooling, automation, or permanent fixes.
• Dashboard adoption — stakeholders actively using operational views built by this role.
• Reduction in manual, repetitive operational tasks over time.

What would make you a good fit for this role?

Here are the basic requirements:

• You have a Bachelor's degree in Computer Science, Information Technology, or a related field.
• You have 1–3 years of experience in a technical analyst, application support, or platform operations role.
• You have proficiency in observability tooling — Grafana, centralized log management, or equivalent.
• You have strong knowledge of APIs, REST services, and HTTP semantics (status codes, retries, timeouts, throttling).
• You have experience writing scripts or utilities (Python, SQL, or equivalent) to automate analysis or bulk remediation.
• You have hands-on experience with ticketing systems (Jira, ServiceNow, or Zendesk) and API testing tools (Postman or equivalent).

What are the most critical skills for this role?

• You have experience with Observability & Dashboarding — designing monitoring views that surface the right signal for engineering and business stakeholders.
• You have experience with Utility Development — writing tools that solve operational problems at scale, not just one ticket at a time.
• You have experience with API & Integration Tracing — tracing end-to-end flows and isolating failure ownership across client, gateway, and backend layers.
• You have experience with Pattern Recognition — moving from individual incidents to systemic insight; knowing when a ticket is a symptom, not the cause.
• You have strong Cross-functional Communication skills — translating technical findings into precise, timestamped artifacts that engineering teams can act on immediately.

You will have an advantage if you:

• You have experience working in SaaS platform environments.
• You have exposure to production release monitoring and deployment validation.
• You have experience building operational tooling and automation workflows.
• You have experience identifying recurring issue patterns and driving preventive fixes.

Why should you be interested?

Here’s what you will gain from this role:

• Opportunity to work on large-scale SaaS systems.
• Exposure to cross-functional collaboration with Engineering, Product, and Customer teams.
• Opportunity to build tools and automation that directly influence platform efficiency and reliability.
• Opportunity to solve operational challenges with measurable business impact.

Does this sound like you?

Click the Apply button to let us know!