Cynet Systems · 1 month ago
System Support Analyst
Indianapolis, IN
Full-time
Onsite
Entry, Mid LevelCynet Systems is seeking a System Support Analyst to join their Magnol.Ai team. The role involves ensuring the reliable operation of digital health software and data systems, providing Tier 1 technical support, and collaborating with various teams to manage cloud resources and service issues.
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Responsibilities
Provide Tier 1 technical support for Magnol.Ai applications and supporting cloud infrastructure, including initial triage, investigation, and resolution of service issues
Own service issues end-to-end, coordinating with Tier 3 AWS Support, cloud vendors, and internal technology teams to ensure timely and effective resolution
Collaborate with the Magnol.Ai software development team and other organizations (via ServiceNow) to provision, configure, and support cloud resources across AWS and Azure environments (dev, test, QA, production), including:
AWS RDS databases, S3 buckets, and Route 53 hosted zones
Entra ID service accounts and access configurations
Azure AI Foundry resources
Application email accounts and integrations
Monitor and complete CAPA (Corrective and Preventive Action) items, including:
Access management and periodic access reviews
Coordination of account secret rotations
Create, maintain, and update validation documentation to ensure alignment with regulatory, quality, and audit requirements
Initiate, create, and manage service requests, incident records, problem records, and change requests using ServiceNow, ensuring accurate documentation, stakeholder communication, and resolution tracking
Support deployment and post-deployment activities, including environment readiness checks, validation support, and operational verification
Generate, analyze, and report on usage, incident, and change metrics to support service performance monitoring and continuous improvement
Use Jira to track operational and project-related tasks, ensuring requirements and work items are accurately captured and progressed
Develop and contribute to runbooks, SOPs, and operational documentation to improve service reliability, reduce recurring issues, and support team knowledge sharing
Collaborate with internal teams to support security, compliance, and continuous improvement initiatives across the Magnol.Ai platform
Qualification
Required
Experience in service management or operational support within regulated or enterprise environments
Hands-on experience providing Tier 1 technical support for cloud-based applications or platforms
Working knowledge of cloud technologies, with emphasis on AWS (e.g., RDS, S3, IAM, Route 53, CloudWatch); Azure experience is a strong plus
Understanding of cloud networking, identity and access management, and application deployment workflows
Familiarity with CAPA processes, access control, secret management, and change management practices
Experience using ServiceNow for incident, request, and change management
Proficiency with Jira or similar task and issue tracking tools
Strong issue ownership mindset with the ability to coordinate across multiple teams and vendors
Excellent communication skills and the ability to work independently and collaboratively across technical and operational teams
Detail-oriented, proactive, and capable of balancing hands-on technical work with documentation and compliance responsibilities
Preferred
AWS Certification (e.g., Cloud Practitioner, Solutions Architect, or equivalent)
Working knowledge of Python or other scripting languages for troubleshooting, automation, or data analysis
Experience supporting or operating AI/ML-enabled applications, including cloud-based AI services
Familiarity with Infrastructure as Code tools (e.g., CloudFormation, Terraform)
Experience with monitoring, logging, and observability tools in cloud environments
Prior experience supporting digital health, regulated software, or GxP systems
Company
Cynet Systems
Headquartered in Washington DC Metro Area, Cynet Systems is a top talent supplier for companies across North America.
Founded in 2010
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ashwani (Ash) M.
Partner and Co-CEO
Nikhil "Nick" Budhiraja
Founder / Co-CEO
Company data provided by crunchbase