Service Operations Senior Analyst

General Information

Team:

Shared Service

Close date:

Friday, 22 May 2026

Working pattern:

Full time

Contract Type:

Permanent

Location:

Gurgaon (SEZ1)

Department:

14 - 14 Service Operations EMEA WM

Description & Requirements:

Bravura’s Commitment and Mission

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.

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 help our clients to achieve financial security and prosperity for their customers.

Job Purpose

The Service Operations team owns the 1st level support for all clients across all BSL products providing coverage of 24x7, being a Single Point of Contact for all (Internal/External) clients. 

The Senior Service Operations Analyst is responsible for ensuring stable, efficient, and high-quality service delivery across operational functions. This role plays a critical part in managing day-to-day service operations, monitoring performance metrics, resolving escalations, and driving process improvements.

The position requires strong operational governance, analytical capability, stakeholder coordination, and ownership mindset. The Senior Analyst acts as a subject matter expert within the team, ensuring adherence to ITIL/service management processes, supporting leadership with data-driven insights, and maintaining service excellence standards.

What You’ll Do

• Manage and oversee daily service operations to ensure seamless and uninterrupted service delivery.
• Monitor SLAs, OLAs, KPIs, and operational dashboards; initiate corrective and preventive actions where required.
• Ensure incidents, service requests, changes, and problems are handled in line with defined ITIL/service management processes.
• Perform trend analysis to identify recurring issues, risks, and service improvement opportunities.
• Coordinate with cross-functional teams (IT, ISD, Engineering, Vendors, and Business Stakeholders) to drive issue resolution and service stability.
• Support shift handovers, operational governance calls, and daily/weekly service reviews.
• Maintain operational documentation, SOPs, and knowledge base articles to ensure process clarity and standardization.
• Provide clear and timely communication to Leads regarding operational risks, outages, and mitigation plans.
• Prepare and review daily, weekly, and monthly operational performance reports.
• Deliver actionable insights and data analysis to support management decision-making.
• Act as a mentor and subject matter expert for junior analysts, providing guidance on tools, processes, and best practices.
• Support onboarding and training of new team members.
• Act as backup to the Associate Lead when required.

Unleash your potential

• Strong understanding of Service Operations and ITIL-based service management processes.
• Hands-on experience with ticketing tools (ServiceNow / JIRA / similar platforms).
• Strong knowledge of Incident, Problem, Change, and Request Management.
• Reporting and analytical skills (Advanced Excel; Power BI/dashboarding is an advantage).
• Ability to perform root cause analysis and trend identification.
• Strong ownership, accountability, and proactive mindset.
• Ability to work effectively under pressure and manage competing priorities.
• Excellent communication and stakeholder management skills.
• Strong problem-solving and analytical decision-making ability.
• Collaborative team player with leadership potential.

Qualification & Experience

• BCA/BSc/BCom/BA (Computers / Information Technology streams preferred)
• 2-4  years of experience in Service Operations / IT Operations
• Prior experience as a Senior Analyst or Shift Lead role preferred
• Experience working in 24x7 operational environments
• ITIL Certification (preferred but not mandatory)

Working at Bravura

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.

* Competitive salary and employee benefits scheme.
* Flexible working hours, we value work-life balance.
* Maternity/ Parental (including secondary) leave policy.
* Cab facility available in Delhi/NCR.
* Meal facility available
* Free Medical Insurance

So, what’s next?

We make hiring decisions based on your experience, skills and passion so even if you don’t match every listed skill or tick all the boxes, we’d still love to hear from you.

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.

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.