Service & Operations Analyst - Greater Bengaluru Area, India - MSE Technology

Description

Responsibilities-

· Incident management - ticketing, troubleshooting, and/or ticket assignment to other teams

· Maintain communication with operations manager, staff members, and vendors to ensure adherence to protocols across key touch points

· Assist the operations manager in developing, planning, and coordinating operational activities

· Escalation management – identify and escalate incidents and service requests

· Communication – Incident status, Incident updates, Major incident communications

· Recommend new procedures for increasing the efficiency of day-to-day operations

Responsibilities

· Monitor day-to-day operations, report on performance, and recommend actionable improvements when necessary

· Problem Management – creation of problem tickets for assignment to departments to resolve.

· Create procedures and protocols (such as checklists) and manage periodically to keep updated

· Service request management for:

a. Application access

b. GDPR Requests

c. Code Generation Requests

d. General Operational Requests

· Communicate and coordinate with employees (including executive operations team) and Client

· Onboard and train new employees to ensure that they adhere to standard operating procedures

Required skills and qualifications

· Proven organizational skills, including time management

· Incident / Issue handling preferably for Loyalty and reward management

· Strong analytical and problem-solving skills

· Self-sufficiency and an ability to work with minimal supervision

· Strong verbal and written communication skills

Preferred skills and qualifications

· Degree in Computer Science or Information Technology

· Two or more years of experience in an operational or similar role

· Having Loyalty and reward management is a big plus

· Experience with agile or Scrum principles.

· Knowledge of AWS, Azure, or Google Cloud Platform.

· Knowledge of Mobile applications

• · Knowledge of security and data protection regulations (e.g., GDPR, CCPA)

Preferred Location : Chandigarh/Bangalore/Gurgaon