it operations analyst

Ameriprise Financial

<div>As a key member of the Technology Operations Center (TOC), the IT Major Incident Commander (MIC) Senior Operations Analyst will collaborate with leaders and operations teams across Ameriprise Information Technology to identify, resolve, and reduce critical technology issues leading to business impacts.<br>
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The TOC Sr. Analyst will ensure Ameriprise IT Infrastructure and Application environments are set up for observability and recoverability, and that operations teams are equipped to react to and restore critical technology impacts, reporting on and delivering recommendations for any assessed opportunities for improvement.<br>
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They will assess trends to identify systemic issues, and lead Root Cause Analysis efforts to prevent recurrence of observed issues and improve the operational stability and resiliency of the organization.<br>
<br>
The IT MIC Sr. Analyst will also act as a team lead, guiding fellow team members and leading continuous service improvements to team activities to support the effectiveness of the team as a whole and improve the availability of critical technology tools.<p></p><p><b>
Key Responsibilities</b></p><p></p><p>
Closely monitor Ameriprise IT Infrastructure and application systems for potential outages or other critical issues.</p><p>
Contribute to the improvement of monitors and observability to reduce the Mean Time To Engage (MTTE) Technology teams</p><p>
Engage Technology teams to Major Incident Restoration calls (Bridges) to restore service to Clients, Advisors, and Corporate users supported by Ameriprise Technology.</p><p>
Command the Major Incident Restoration Bridges, driving investigation streams and coordinating troubleshooting activities to lead to improved Mean Time To Restore (MTTR) business services.</p><p>
Communicate technology impacts to affected users via system alerts on corporate Intranet sites and through coordination with Service Desk representatives.</p><p>
Communicate technology impacts and steps being driven to restore service to operations teams and senior leadership via email.</p><p>
Share impact timeline summaries with senior leadership to highlight improvement opportunities and assess operational gaps.</p><p></p><p><b>
Root Cause Investigation</b></p><ul><li><p>
Upon restoration of a critical impact, lead root cause investigation efforts to fully understand the sequence of events leading to critical business impact</p></li><li><p>
Coordinate implementation of process controls, technical solutions, and best practices to prevent recurrence of critical impact under similar circumstances</p></li><li><p>
Review for opportunities to improve observability to react to similar issues sooner</p></li><li><p>
Identify learnings to be shared with other Infrastructure and Application operations teams to prevent similar issues in other systems across the organization</p></li><li><p>
Assess for trends in critical impact to identify systemic risks that merit broader solutions for the IT organization.</p></li></ul><p></p><p><b>
Continuous Service Improvement</b></p><ul><li><p>
Lead product improvements within the Critical Incident and Problem Management space to improve the capabilities of the team and reduce MTTE and MTTR.</p></li><li><p>
Identify opportunities to improvement within the team's products, practices, and processes</p></li><li><p>
Coordinate efforts across Technology Infrastructure and Application-specific operations teams to instill behaviors and team practices that support application resiliency and recoverability.</p></li></ul><p></p><p><b>
Team Leadership</b></p><ul><li><p>
Act as a coach and guide for follow team members with less experience and expertise</p></li><li><p>
Train other new TOC team members in processes and best practices.</p></li><li><p>
Act as an example for other team members in stewardship of the organization's Technology Availability</p></li></ul><p></p><p><b><br>
Required Qualifications</b></p><p></p><ul><li><p>
Bachelors degree or equivalent (4-years) in Computer Science, IT, MIS, Math or related field.</p></li><li><p>
5-7 years of relevant work experience required.</p></li><li><p>
5+ years of technical operations/support experience with proven knowledge of - and experience working with - ITIL framework.</p></li><li><p>
Solid understanding of technology landscape as it relates to IT Operations including cloud technologies and services(AWS, Azure), server management (Windows/RedHat Linux), database (SQL/Oracle/Cloud-based relational databases), information security, networking, storage and backup, containerization, and virtualization.</p></li><li><p>
Thorough knowledge and understanding of current incident response techniques and technologies as well as the methods used in performing business impact analysis.</p></li><li><p>
Ability to work well interpersonally cross functionally and cross-discipline at various levels as well as influence and manage without direct authority.</p></li><li><p>
High critical thinking skills to evaluate alternatives and present solutions that are consistent with business objectives and strategy.</p></li><li><p>
Strong written and verbal communication skills with experience creating, championing and maintaining processes, procedures and policies.</p></li><li><p>
Prior experience developing and implementing scalable IT Incident Response programs.</p></li><li><p>
Demonstrated experience in managing multiple simultaneous projects.</p></li><li><p>
Efficient in developing and maintaining IT operations Management (ITOM) procedural documents</p></li><li><p>
Knowledge of Agile development process.</p></li></ul><p></p><p><b><br>
Preferred Qualifications</b></p><p></p><ul><li><p>
Major Incident Management certifications.</p></li><li><p>
Technical Certifications in the major types of technologies/systems across the Technology Infrastructure Stack.</p></li><li><p>
ITIL Certification.</p></li><li><p>
Proven ability to identify opportunities for improvement to configurations, procedures and process, enabling greater availability and capability.</p></li><li><p>
Experience working in the financial services industry or other similar, highly regulated environment.</p></li></ul><p></p><p><b>
About Our Company</b><br>
We&rsquo;re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of 2024. With our team of more than 20,000 people in 20 countries, we advise, manage and protect assets and income of more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses - Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.</p><p></p><div><div><div><div><div><div><div><p><b>
Base Pay Salary</b></p></div></div></div></div></div></div></div>
The estimated base salary for this role is $85,700 - $115,000 a year. We have a pay-for-performance compensation philosophy. Your initial total compensation may vary based on job-related knowledge, skills, experience, and geographical work location. In addition, most of our roles are eligible for variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role. We also have a competitive and comprehensive benefits program that supports all aspects of your health and well-being, including but not limited to vacation time, sick time, 401(k), and health, dental and life insurances.<p></p><div><div><div><div><div><div><div><p>
Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, genetic information, age, sexual orientation, citizenship, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.</p></div></div></div></div></div></div></div><p></p><div><div><div><div><div><div><div><p><b>
Full-Time/Part-Time</b></p></div></div></div></div></div></div></div>
Full time<p></p><div><div><div><div><div><div><div><p><b>
Exempt/Non-Exempt</b></p></div></div></div></div></div></div></div>
Exempt<p></p><div><div><div><div><div><div><div><p><b>
Job Family Group</b></p></div></div></div></div></div></div></div>
Technology<p></p><div><div><div><div><div><div><div><p><b>
Line of Business</b></p></div></div></div></div></div></div></div>
TECH Technology</div>

Senior Operations Analyst

Accenture

<p><b>Project Role : </b>Cloud Operations Administrator<br>
<b>Project Role Description : </b>Work with the Service Delivery Manager to perform capacity management, billing/show back operations, and cost optimization activities across multiple cloud environments.
<br>
<b>Must have skills : </b>Data Analysis &amp; Interpretation<br>
<b>Good to have skills : </b>NA<br>
Minimum <b>5</b> year(s) of experience is required<br>
<b>Educational Qualification : </b>15 years full time education<br>
<br>
Summary: We are looking for a Nexthink Senior Analyst to join our Digital Workplace team. This role involves monitoring, analyzing, and optimizing end-user experience using Nexthink's advanced analytics and automation capabilities. The ideal candidate will have a strong background in IT operations, endpoint monitoring, troubleshooting, and proactive incident prevention. As a Cloud Operations Administrator, you will collaborate closely with the Service Delivery Manager to oversee various operational aspects of cloud environments. Your typical day will involve engaging in capacity management, monitoring billing and show back operations, and implementing cost optimization strategies. You will work in a dynamic environment, ensuring that cloud resources are utilized efficiently and effectively to meet organizational goals. Roles &amp; Responsibilities: Nexthink Platform Management &amp; Monitoring &bull; Configure, maintain, and optimize Nexthink dashboards and analytics. &bull; Monitor real-time end-user experience and system performance. &bull; Track device health, application performance, and user sentiment. 2. Incident &amp; Problem Management &bull; Identify proactive and reactive issues impacting end-user experience. &bull; Investigate root causes using Nexthink investigations and query tools. &bull; Work with IT Service Management (ITSM) teams to resolve performance-related incidents. 3. Reporting &amp; Analytics &bull; Create custom dashboards, reports, and alerts based on key IT performance indicators. &bull; Provide data-driven insights to improve IT operations. &bull; Generate reports on incident trends, application crashes, and system stability. 4. Automation &amp; Remediation &bull; Implement Nexthink Act campaigns to automate resolution of common IT issues. &bull; Develop custom scripts and remediation actions to enhance device performance. &bull; Work with automation teams to reduce manual effort in IT support. 5. Collaboration &amp; Process Improvement &bull; Partner with Service Desk, IT Operations, and End-User Computing teams to optimize IT support. &bull; Define best practices for using Nexthink to improve digital experience. &bull; Provide technical guidance and training to junior analysts and IT teams. 6. Compliance &amp; Governance &bull; Ensure compliance with IT policies and security standards. &bull; Support audits and governance requirements related to end-user IT health monitoring. Professional &amp; Technical Skills: - Must To Have Skills: 5+ years of experience in IT operations, ITSM, or digital workplace monitoring. - Hands-on experience with Nexthink (Experience in dashboard creation, investigations, and remote actions). - Strong understanding of Windows/Mac OS, endpoint management, and application performance. - Experience working with ITSM tools (e.g., ServiceNow, Remedy) and integrating Nexthink data. - Ability to analyze and interpret data trends to drive proactive improvements. - Basic PowerShell or Python scripting skills for automation and remediation. - Good knowledge of network performance, security policies, and IT compliance. - Strong communication and stakeholder management skills. Additional Information: - Nexthink Certification (Nexthink Associate/Professional/Expert) is a plus. - Experience with Intune, SCCM, or JAMF for endpoint management. - A 15 years full time education is required. - Familiarity with Power BI, Splunk, or other IT analytics tools. - Prior experience in a large enterprise IT environment.</p>
<br>
15 years full time education

Cloud Operations Administrator

National Grid

<div><div><div><div><h3 class="jobSectionHeader"><b>About us</b></h3></div><div><p>
At National Grid, we keep people connected and society moving. But it&rsquo;s so much more than that. National Grid supplies us with the environment to make it happen. As we generate momentum in the energy transition for all, we don&rsquo;t plan on leaving any of our customers in the dark. So, join us as a Senior IAM Operations Analyst, and find your superpower. We need you!</p><p>
We want to find an innovative, adaptable, and results-oriented Senior IAM Operations Analyst for our Cybersecurity team<b>. </b>This position can be located in <b>Waltham, MA, </b><b>Brooklyn, NY, Hicksville, NY, or Syracuse, NY</b><b> </b>(candidates may also reside in either Connecticut, New Jersey, New Hampshire, Pennsylvania, Rhode Island, Vermont, or Maine). If you yearn to be innovative, contribute new ideas, and play a critical part in our Security organization, we want to hear from you!</p></div></div><div><div><h3 class="jobSectionHeader"><b>
What you'll do</b></h3></div><div><p>
As a Senior Identity &amp; Access Management (IAM) Operations Analyst, you'll play a critical role in supporting and maintaining an organization&rsquo;s identity governance and access control frameworks. You'll ensure that employees, vendors, and partners have the right access to systems and data, following best practices in compliance, security, and data integrity. Key responsibilities include the following:
</p><ul><li>Daily monitoring and administration of identity and access requests.</li><li>
Execution of user provisioning and de-provisioning workflows based on personnel changes and business requirements.</li><li>
Maintenance and update of identity repositories and synchronization across SailPoint, Active Directory, and HR systems.</li><li>
Coordination of quarterly or annual access certification campaigns to ensure ongoing compliance and security.</li><li>
Support for IAM-related projects, including upgrades, new integrations, and process improvements.</li><li>
Documentation of IAM procedures, system configurations, and troubleshooting activities.</li><li>
Participation in regular training and awareness sessions to keep pace with evolving IAM practices.</li></ul></div></div><div><div><h3 class="jobSectionHeader"><b>
About you</b></h3></div><div><ul><li>
5+ years in an IAM analyst or operations role within a medium to large enterprise.</li><li>
Hands-on experience implementing and supporting SailPoint IAM solutions.</li><li>
Proficient in SailPoint IdentityNow or IdentityIQ, with hands-on experience in administration, configuration, and integration.</li><li>
Advanced knowledge of Active Directory (AD) management, including user provisioning, group management, and GPOs.</li><li>
Strong grasp of IAM protocols (SAML, OAuth, LDAP, SCIM) and authentication technologies (SSO, MFA, etc.).</li><li>
Proven track record in integrating IAM with HR systems, especially SuccessFactors, and MDM platforms.</li><li>
Experience with compliance standards and frameworks such as SOX, GDPR, HIPAA, or ISO 27001.</li><li>
Prior involvement in IAM automation projects, including scripting (PowerShell, Python) and RESTful API integrations.</li><li>
Certification in relevant technologies preferred (e.g., SailPoint Engineer, Microsoft Certified: Security, Compliance, and Identity Fundamentals).</li></ul></div></div><div><div><h3 class="jobSectionHeader"><b>
More Information</b></h3></div><div><p>
Are you the right fit for this exciting role? You want to learn more about the position and National Grid's ambitious Digital Transformation? Then let's chat!</p><p><b>
Rewarding work and a collaborative, team-oriented culture are just the beginning</b>. Review our digital benefit guide at ngbenefitslivebrighter.com for full details and descriptions.
</p><p>Our organization follows a hybrid work structure in our service territory (NY &amp; MA and adjacent states) where employees can work remotely or from the office, as needed. Working from the office is encouraged when working on tasks that require a high degree of collaboration. We work with our employees to foster a flexible work schedule.</p><p>
#LI-CL1 #LI-HYBRID</p></div></div></div><p>
Salary</p><p>
Dowstate NY 122,000 - $144,000 a year</p><p>
Massachusetts $115,000 - $135,000 a year</p><p>
Upstate NY $102,000 - $120,000 a year</p><p>
Salary is commensurate with experience and location</p><p>
National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.</p><p>
National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.</p></div>

Senior IAM Operations Analyst

WinIt America Inc

<p><b>Company Description</b></p><p>WINIT Information Technology Co. is an integrated supply chain solutions provider for cross-border e-commerce, with warehouses in China, United States, Britain, Germany, and Australia, and more than 700 employees worldwide. The company provides logistics, financing, and information services to its clients.</p><p><b>Location:</b></p><p><b>Hebron, KY</b></p><p><b>Benefit</b></p><p>H1B sponsor, Matching 401K contributions, Paid time off, Health insurance, Dental, Vision, Relocation Allowance, Regular team building</p><p><b>Overview</b></p><p>This is a full-time on-site role for an Operations Analyst. The Operations Analyst will be responsible for planing, arranging, and allocating manpower and material resources reasonably based on business requirements and predictive analysis to ensure that the warehouse achieves overall operational targets.</p><p><b>What you&rsquo;ll be doing</b></p><ul><li>Analyze workforce capacity and operational capabilities, and optimize process design, empowering on-site personnel to implement the procedures.</li><li>Lead the warehouse team in continuously optimizing processes, improving efficiency, managing operational costs, and ensuring the achievement of warehouse operation KPIs.</li><li>Create training materials that can be used to enhance the skills/efficiency of company employees.</li><li>Responsible for monitoring standard procedures, ensuring a continuous reduction in warehouse anomalies, and guaranteeing service quality.</li><li>Assist the regional operations manager in warehouse planning, seeking partners and suppliers, and completing warehouse openings according to the plan.</li></ul><p><b>We're looking for someone who has:</b></p><ul><li>Bachelor degree or above, major in <b>supply chain management, business analysis, engineering management, mechanical engineering, electrical automation, mathematics and statistics</b></li><li>Understand the operation mode of overseas warehouses, management planning and processes are preferred</li><li>Proficiency in Chinese is preferred</li></ul><p>&#32844;&#20301;&#31867;&#22411;&#65306;&#20840;&#32844;</p><p>&#34218;&#36164;&#65306; $20.00&#33267;$25.00&#65288;&#27599;&#23567;&#26102; &#65289;</p><p>Work Location: &#29616;&#22330;&#21150;&#20844;</p>

Operations Analyst (Mandarin Required)

The Emirates Group

<div><h5 class="jobSectionHeader"><b>Job Purpose
</b></h5><p>At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers &lsquo;Fly Better&rsquo;. Emirates Group IT thrives on the dynamic nature of technology. Being pioneers in aviation innovation, we're always at the forefront, pushing boundaries. We're on the lookout for exceptional IT professionals to fortify our position as leaders in the industry. Embark on a journey with the world&rsquo;s largest international airline and become a vital part of our cutting-edge information and technology team as an <b>IT Service Management Analyst.
</b></p><p>As an <b>IT Service Management Analyst </b>, you will perform a continuous cycle of service improvements to the operational services through service performance analytics via rigorous analysis of various operational data such as incident, problem, change, service continuity, infrastructure capacity, cost of operations and insights from observability tools. As well as define, implement and maintain the service level KPIs and standards and ensure the agreed service levels are met.
</p><p>In this role, you will:
</p><ul><li>Conduct detailed impact analysis capacity planning and ensure that proper testing of proposed problem fixes are completed successfully before changes to the production environment are requested. Take end to end responsibility for all proactive problems until permanent resolution ensuring that continuous progress updates are communicated to the key stakeholders. Escalate problems that age are resulting in recurring incidents for the business.
</li><li>Utilize analytical skills and tools in order to identify record, trends, and analyse all problems that are assigned. Liaise effectively with the incident management teams, Application support teams and technical teams to ensure all problems are investigated, diagnosed, have root cause analysis performed by severity and impact criticality.
</li><li>Proactively identify potential issues which might become incidents, communicate the same to line management and provide cost effective solutions in a timely fashion. Analyse incidents/alerts from Observability tools to ensure that potential problems are proactively detected and fixed before they cause business impact.
</li><li>Work with the IT Management team of Portfolio heads, Service Managers and IT Technical Managers to develop service performance dashboards and reports for Emirates Group IT customers.
</li><li>Ensure that the SLO and SLAs are adhered to and supported by the relevant technical teams. Report and measure service availability in line with agreed service levels. Ensure that the SLOs are supported by the relevant Emirates Group departments (e.g. Procurement &amp; Logistics, HR, legal) through operational level agreements (OLAs), and by external suppliers via Underpinning Contracts (UCs).
</li><li>Own and maintain the service catalogue for all available services to drive standardization and rationalization of all production services. Liaise with IT strategy and Architecture to ensure the service catalogue supports the strategic directions for IT.
</li><li>Coordinate with all required IT teams to ensure services specifications, tools and resources are committed for implementing the agreed services according to SLOs. Identify and agree Service Quality Plans &amp; KPIs with required IT teams to ensure improvement to service levels.
</li><li>Monitor SLO compliance reports and customer scorecard feedback and liaise with relevant portfolio team and Technical teams to investigate non-compliance incidents and to implement improvement processes where appropriate. Assess the financial implications of SLO violations.
</li><li>Ensure that operational monitoring, escalation and renewal terms agreed with external suppliers through UCs is adhered to and to protect the interest of Emirates Group IT in a manner consistent with the contract terms. Support and review IT Service Continuity plans, testing and strategy for all IT services provided to the Group, to verify their validity and efficiency.
</li><li>Where a team is assigned, plan, development and monitor staff performance. Implement new strategies to enhance and maintain their motivation levels to ensure provision of customer focused and competitive services to the Emirates Group.
</li></ul><h5 class="jobSectionHeader"><b>Qualification
</b></h5><p><b>To be considered for the role, you must meet the below requirements:
</b></p><ul><li>Degree or Honours (12+3 or equivalent) in Information Technology.
</li><li>5+ years of experience in IT Service Management or relevant.
</li></ul><p><b>Knowledge/Skills:
</b></p><ul><li>Specialist technical experience, within IT Service Delivery environment, which includes incident, problem, capacity, service level management and service continuity experience.
</li><li>Broad business domain knowledge.
</li><li>Broad operational and infrastructure knowledge (on premise, private cloud, public cloud).
</li><li>Broad user support knowledge.
</li><li>Broad financial knowledge.
</li><li>Broad application &amp; systems development knowledge.
</li><li>Problem management.
</li><li>Capacity management. Availability management.
</li><li>Service level management. IT Service continuity.
</li><li>ITSM Tools (e.g. ServiceNow). Reporting Tools (e.g. PowerBI).
</li></ul><p>Join our Technology Operations team, where you will play a pivotal role in our IT landscape, ensuring smooth operations and outstanding support for critical business functions globally. The team focuses on duty management, service support, infrastructure operations, change enablement, observability, and IT asset management. If you are passionate about delivering world-class IT services and fostering continuous improvement, we invite you to apply and contribute to the success of Emirates Group.
</p><h5 class="jobSectionHeader"><b>Salary &amp; benefits
</b></h5><p>Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it&rsquo;s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers .</p></div>

IT Service Management Analyst

Define Labs

<ul><li>Hands-on experience designing and developing wireframes, RFP, FRD, and BRD documents.</li><li>Demonstrate strong analytical and problem-solving skills, with the ability to translate complex business requirements into actionable plans</li><li>Communicate effectively with business stakeholders and subject matter experts in a multifaceted, global environment to understand business requirements.</li><li>Analyze business and functional requirements and resolve problems using technical solutions.</li><li>Ability to conduct comprehensive analysis of existing business processes, systems, and workflows to identify areas for improvement</li><li>Document functional and technical designs of business systems.</li><li>Collaborate with developers and managers to enhance operational efficiency.</li><li>Test systems and processes to generate necessary documentation.</li><li>Exhibit a passion for creating technical solutions and adapting to new technologies.</li></ul><p><b>Good to Have:</b></p><ul><li>Fresher to 6 months of experience in business analysis.</li><li>Certification in Business Analysis is a plus.</li><li>Good understanding of SDLC process and database concepts</li><li>Ability to work efficiently under tight deadlines and manage multiple projects.</li><li>Possess excellent communication and leadership skills, demonstrating the ability to motivate others.</li><li>Possess good knowledge of Microsoft Word, Excel and PowerPoint.</li></ul><p><b>Education:</b> BE/BTech in CS/IT</p><p><b>Working days: </b>6 Days</p><p>Job Types: Full-time, Permanent, Fresher</p><p>Pay: &#8377;200,000.00 - &#8377;300,000.00 per year</p><p>Benefits:</p><ul><li>Health insurance</li><li>Provident Fund</li></ul><p>Application Question(s):</p><ul><li>Mention your highest qualification with specialization/branch.</li></ul><p>Education:</p><ul><li>Bachelor's (Required)</li></ul><p>Experience:</p><ul><li>Total Work: 1 year (Preferred)</li><li>Business Analyst: 1 year (Preferred)</li></ul><p>Work Location: In person</p>

IT Business Analyst

Bravura Solutions

<div><div><p>Team:
</p><div>Shared Service
</div></div><div><p>Close date:
</p><div>Monday, 17 November 2025
</div></div><div><p>Working pattern:
</p><div>Full time
</div></div><div><p>Contract Type:
</p><div>Permanent
</div></div><div><p>Location:
</p><div>Gurgaon (SEZ1)
</div></div><div><p>Department:
</p><div>14 - 14 Service Operations EMEA WM
</div></div><div><p>Description &amp; Requirements:
</p><div><div><div><b>Bravura&rsquo;s Commitment and Mission</b></div><div></div><div><br>
At Bravura Solutions, collaboration, diversity and excellence matter. We value your ideas, giving you room to be curious and innovate in an exciting, fast-paced, and flexible environment. We look for many different skills and abilities, as well as how you can add value to Bravura and our culture.</div><div></div><div><br>
As a Global FinTech market leader and ASX listed company, Bravura is a trusted partner to over 350 leading financial services clients, delivering wealth management technology and products. We invest significantly in our technology hubs and innovation labs, which inspire and drive our creative, future-focused mindset. We take pride in developing cutting-edge, digital first technology solutions that support our clients to achieve financial security and prosperity for their customers.</div><div></div><div><b><br>
About The Position</b></div><div></div><div><div><br>
Based in Gurgaon the Service Operations team owns the 1st level support for all clients across all BSL products providing coverage of 24x7, being</div><div>
a Single Point of Contact for all (Internal/External) clients.</div><div>
A Service Operations Analyst is an information technology (IT) professional who assists BSL customers resolve issues and</div><div>
facilitate service requests. They respond to customer enquiries, provide monitoring oversight of our applications and network</div><div>
infrastructure including the overnight batch processing functionality. They will also work closely with other teams within BSL to</div><div>
provide assistance on tasks that are outside the scope of their knowledge or expertise.</div><div>
Service Operations Analysts need to balance creative and technical problem-solving, customer service, and collaboration to</div><div>
ensure that BSL customers can access and utilise the software and resources that we provide.</div></div><div></div><div><b><br>
What You&rsquo;ll Do</b></div><div></div><div><div><br>
</div><div>
Whilst we expect all our employees to do what needs to be done to demonstrate their support of Bravura Solutions, below are some specific aspects of your role for which you will be responsible:</div><div><ul><li>
Management and ownership of Incident and Service Request logging, following agreed procedures</li><li>
Identify and classify Incident types and service interruptions</li><li>
Categorise and Classify reported Incidents and provide solutions</li><li>
Monitor Incidents from start to resolution</li><li>
Provide 1st level governance around Incident/Request/Problem and Change processes.</li><li>
Ensure that customers are kept informed with ticket progress</li><li>
Provide a professional interface between customers and IT Service providers</li><li>
Provision of 1st level IT support</li><li>
Promptly allocate Incident and Service Request records as appropriate</li><li>
Provision of management information and associated reports.</li><li>
Undertake internal and external ad-hoc Service Requests</li><li>
Monitor and manage the overnight batch process</li><li>
Perform BSL system health checks over a 24-hour period to ensure stability. Issues escalated to 2nd and 3rd level IT</li><li>
support.</li><li>
Perform monitoring of the BSL estate. Escalate issues that could impact BSL services.</li></ul>
In addition to the above position-specific responsibilities, all employees are required to undertake any other reasonable duties and responsibilities within your capability and skills, when requested to do so</div></div><div></div><div><b><br>
Unleash your potential</b></div><div></div><div><br>
To be successful in this role, your background and experience will include:</div><div><ul><li>
Office based Customer Service skills</li><li>
Empathy and the ability to understand customer needs</li><li>
Effective organization and time management skills</li><li>
Exceptional attention to detail</li><li>
Ability to work accurately under pressure</li><li>
Excellent communication and interpersonal skills</li><li>
Working knowledge of Microsoft applications such as Outlook and Excel</li><li>
Able to work unaided and as part of a collaborative team</li></ul><div></div><div><div><b><br>
Qualifications and Experience</b></div><div></div><div><br>
<ul><li>
BCA/BSc /BCom/BA with Computers or Information Technology streams</li><li>
0-2 years in a similar role.</li><li>
Providing excellent customer service to our clients</li><li>
Ability to communicate effectively both written and verbally</li><li>
Supporting the team by managing and supporting customer Incidents and Requests to resolution effectively and efficiently</li><li>
 Strong attention to detail</li><li>
Pro-active and solution driven</li><li>
Ability to learn quickly and exercise initiative</li><li>
Able to manage service reports and procedural documentation</li><li>
SQL knowledge</li><li>
 Knowledge of ServiceNow and JIRA platforms (desired and not essential)</li></ul></div><div></div><div><b><br>
Additional Benefits</b></div><div></div><ul><li><br>
Allowances are fully paid for shift and Holiday coverage</li></ul></div></div><div></div><div><b><br>
Working at Bravura</b></div><div></div><div><br>
Our people are the heart of our business. We work hard to provide a rich employee experience and a robust framework for ongoing career development.</div><div></div><div><br>
<ul><li>
Competitive salary and employee benefits scheme</li><li>
Parental (including secondary) leave policy</li><li>
Free meals</li><li>
Transport facility within Delhi/NCR Region</li></ul></div><div></div><div><b><br>
So, what&rsquo;s next?</b></div><div></div><div><br>
We make hiring decisions based on your experience, skills and passion so even if you don&rsquo;t match every listed skill or tick all the boxes, we&rsquo;d still love to hear from you.</div><div></div><div><br>
Please note that interviews are primarily conducted virtually and if you require any reasonable adjustments or would like to note which pronouns you use, please let us know.</div><div></div><div><br>
All final applicants for this position will be asked to consent to a criminal record and background check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.</div></div></div></div></div><div></div>

Service Operations Analyst

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