Analyst-Service Ops Support

About the Role

Join Allianz Commercial as an Analyst - Service Ops Support in Pune, Maharashtra, India. This role is part of a fast-paced, customer-focused environment where you'll work on incident management and monitoring.

Responsibilities

Key responsibilities include:

• Monitoring data pipeline status and health to ensure optimal performance and proactive issue identification
• Incident Management & Monitoring: Monitor IM queue for assigned incidents and prioritize based on urgency and impact
• Acknowledge user queries and incidents promptly, ensuring timely response SLA compliance
• Gather necessary information and perform initial troubleshooting to determine root cause of issues
• Open, track, and manage tickets for assigned users, following up with involved parties until resolution
• Verify and validate incident resolution before closure to ensure quality and completeness
• Collaborate with Level 2 support teams to seek guidance or escalate complex incidents as needed
• Maintain 100% adherence to both response and resolution SLAs
• Engage Vendor timely and follow vendor management
• Identify and report recurring issue and produce the trend analysis

What You'll Need

To succeed in this role, you'll need:

• 0-2 years of experience in Service Desk, IT Support, Incident Management or Any Support roles
• Proven experience in incident management and monitoring within an ITIL framework
• Experience working in a fast-paced, customer-focused environment
• Experience with ticketing systems (e.g., ServiceNow, Remedy, Jira, etc.)
• Experience with AI tools such as Microsoft Copilot, ChatGPT, or similar for troubleshooting and analysis
• Bachelor's degree in computer science, Information Technology, or related field (or equivalent work experience)

Resume Tip

Highlight your experience in incident management, monitoring, and troubleshooting, as well as your knowledge of ticketing systems and AI tools.