{"id":3320335,"url":"https://alion.io/job/kapture-cx-analyst-platform-operations-2","title":"Analyst - Platform Operations","company":{"id":59417,"name":"Kapture CX","domain":"kapture.cx","url":"https://alion.io/company/kapture-cx","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":null},"role":"Analytics","role_family":"Analytics","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":21000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":13},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"Postman","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-27T06:52:40Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-29T18:23:35Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Role Name: Analyst - Platform Operations\nAt Kapture CX, we are looking for an Analyst - Platform Operations in our Customer Experience team.\nWho are we?\nKapture 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.\nOver 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.\nKapture 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.\nWhat is this role all about?\nWe 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.\nSounds interesting?\nHere’s a more detailed description of what you will do in this role:\nYou will resolve production incidents and customer-reported issues end-to-end, including triage, resolution, and post-incident review.\nYou will build and maintain observability dashboards (Grafana, centralized logging) that give engineering and product teams real-time visibility into platform health and failure patterns.\nYou will develop internal scripts and utilities to handle bulk or recurring issues at scale - reducing ticket volume and manual effort over time.\nYou will support RCA for major incidents, identify systemic root causes, and work with Product and Engineering teams to ensure preventive actions are implemented.\nYou will analyze ticket trends and platform telemetry to surface patterns and translate them into actionable inputs for the right team.\nYou will validate API behavior across client → gateway → backend chains; clearly distinguish client-side failures (payload, auth, headers) from server-side issues (latency, errors, downtime).\nYou will support deployment validation and production release monitoring and automate repeatable checks wherever possible.\nThis is a Bangalore-based role. We work five days a week from the office, as we believe in-person interactions fuel innovation and agility.\nWhat does success look like in this role?\nSuccess in this role means:\nReduced MTTR for critical and high-priority issues.\nSLA adherence for issue response and resolution.\nVolume of recurring tickets eliminated through tooling, automation, or permanent fixes.\nDashboard adoption - stakeholders actively using operational views built by this role.\nReduction in manual, repetitive operational tasks over time.\nWhat would make you a good fit for this role?\nHere are the basic requirements:\nYou have a Bachelor's degree in Computer Science, Information Technology, or a related field.\nYou have 1-3 years of experience in a technical analyst, application support, or platform operations role.\nYou have proficiency in observability tooling - Grafana, centralized log management, or equivalent.\nYou have strong knowledge of APIs, REST services, and HTTP semantics (status codes, retries, timeouts, throttling).\nYou have experience writing scripts or utilities (Python, SQL, or equivalent) to automate analysis or bulk remediation.\nYou have hands-on experience with ticketing systems (Jira, ServiceNow, or Zendesk) and API testing tools (Postman or equivalent).\nWhat are the most critical skills for this role?\nYou have experience with Observability & Dashboarding - designing monitoring views that surface the right signal for engineering and business stakeholders.\nYou have experience with Utility Development - writing tools that solve operational problems at scale, not just one ticket at a time.\nYou have experience with API & Integration Tracing - tracing end-to-end flows and isolating failure ownership across client, gateway, and backend layers.\nYou have experience with Pattern Recognition - moving from individual incidents to systemic insight; knowing when a ticket is a symptom, not the cause.\nYou have strong Cross-functional Communication skills - translating technical findings into precise, timestamped artifacts that engineering teams can act on immediately.\nYou will have an advantage if you:\nYou have experience working in SaaS platform environments.\nYou have exposure to production release monitoring and deployment validation.\nYou have experience building operational tooling and automation workflows.\nYou have experience identifying recurring issue patterns and driving preventive fixes.\nWhy should you be interested?\nHere’s what you will gain from this role:\nOpportunity to work on large-scale SaaS systems.\nExposure to cross-functional collaboration with Engineering, Product, and Customer teams.\nOpportunity to build tools and automation that directly influence platform efficiency and reliability.\nOpportunity to solve operational challenges with measurable business impact.\nDoes this sound like you?\nClick the Apply button to let us know!","description_format":"text","description_chars":5492,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Software","Customer Support & Help Desk Software"],"lifecycle":[{"event":"open","at":"2026-10-27T07:37:26Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":56,"reasons":["conf:0","velocity","win:early","comp:junior"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/kapture-cx-analyst-platform-operations-2","json_url":"https://alion.io/job/kapture-cx-analyst-platform-operations-2.json","meta":{"generated_at":"2026-10-29T21:07:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31369,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":59417},"rest":"https://alion.io/mcp/rest/get_company?id=59417"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkapture-cx-analyst-platform-operations-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkapture-cx-analyst-platform-operations-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkapture-cx-analyst-platform-operations-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/kapture-cx-analyst-platform-operations-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkapture-cx-analyst-platform-operations-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3320335}},{"tool":"search_jobs","arguments":{"company":"kapture.cx","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3320335},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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