Full TimeENAsia/Pacific
Req ID: 358404
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a IT Application Operations Service Analyst to join our team in Bengaluru, Karnātaka (IN-KA), India (IN).
Mandatory Skills Required:
1. Microsoft Technologies: Microsoft Azure, Azure DevOps CI/CD, Powershell, exposure and understanding on Big data, Data lakes, Data analytics
2. Knowledge and Experience in API Development, User Authentication, Applications Operations, Scripting and Automation
Good To Have:
Service Now: ITSM, CSM, Reporting & Dashboards
Monitoring & Observability Tools: Azure Alerting
Optional: Databricks, DataIKU
Job Description In SF:
The Service Analyst is a technical specialist, responsible for performing tasks in daily operations with focus on Monitoring, Case Management and Knowledge Management.
In his/her role, the Service Analyst conducts operational activities based on product-specific training and technical expertise.
Responsibilities
Responsibilities of the Service Analyst can be clustered around the following activities:
Monitoring
Performs proactive monitoring checks (availability testing, usability checks, system status, failures, exceptions, end-to-end transaction details) according to agreed monitoring procedures and Event Management strategy
Ensures proper alert triaging, response and handling as part of reactive monitoring concepts
Monitors defined operational KPIs
Reports deviations and anomalies to the respective team, based on agreed monitoring procedures
Uses configured dashboards (e.g. Datadog) to triage reported major incidents, analyse service interruptions and production outages and provides customer with related information
Case Management
Monitors MRSNOW Queue for any cases (incidents, service requests, vulnerabilities, alerts) assigned to Digital Operations and is responsible for response and resolution within the agreed SLA
Receives and answers user cases for 1st and 2nd level support, raised via Mail2Case, MRSNOW Tickets and/or Pool Mailbox
Performs initial ticket triage and qualification, including validation of ticket priority, impact and urgency and proposes major incident candidates, if required.
Provides resolution of tickets in scope, according to the defined use case knowledge base
Creates bugs / defects or Backlog Items and forwards/ reassignsof tickets to the respective DevOps Team in their responsibility as a 3rd level support organisation.
Performs End to end user communication, incl. validation of incident resolution with affected users.
Manages tickets and ticket queue in MRSNOW (assignment, status updates, reassignment, escalation, resolution).
Performs Monthly Ticket Analysis for each supported area with the objective to derive actions for reduction of ticket number or optimisation of ticket resolution process.
Performs a checking Vulnerability Dashboards in MRSNOW for any reported vulnerabilities on the products/platforms in scope and investigating any existing vulnerability items.
Reports any vulnerabilities to the DevOps Team and provide as much detail as possible to enable resolution within the defined remediation target times.
Reports any identified security incidents to the Munich Re Global Service Desk
Knowledge Management
Creates and continuously updates knowledge articles (how-tos, step-by-step guides, support flows, etc.) required for ticket triage and resolution, according to handover sessions.
Creates and continuously updates end user documentation (FAQs, How-Tos, etc.) to enable Self-Service - if agreed and required by the DevOps Team
Performs internal knowledge transfer sessions for knowledge sharing, experience exchange and quality standards between different support shifts and delivery locations.
Continuous Improvement
Continuously reviews incidents and requests to acknowledge patterns and trends and identifies improvement proposals
Delivers on the improvement targets assigned (e.g. automation initiative, analysis, knowledge article)
Participates (as SME) in regular Agile ceremonies of the Product DevOps Teams (dailies, JFs, backlog refinements)
Supports Service Lead Analysts and Service Manager with techincal insights, scope changes and reporting activities
Skills and Experience
Experience
Experience in customer service and support functions
Experience in IT Operations, ITSM and ITIL
Experience in insurance and InsurTech highly desirable
Experience in business analysis or business architecture
Sound knowledge of state-of-the-art IT technology
Technical Skills
Microsoft Technologies: Microsoft Azure, Azure DevOps CI/CD, App Insights, MS Power Platform, MS Office
Service Now: ITSM, CSM, Reporting & Dashboards
Monitoring & Observability Tools: Datadog, Grafana
Knowledge and Experience in API Development, User Authentication, Applications Operations, Scripting and Automation is an advantage.
Optional: Kubernetes, Docker, ArgoCD, Databricks,
Methodology Competencies
IT Service Management: ITIL v4
DevOps Principles & Practices
VAIT (BaFin) - IT regulatory requirements for insurance industry in DE
Understanding of core insurance business processes
Certifications
Azure Fundamentals AZ-900, AZ-104
ITIL 4 Foundations
Soft Skills
Excellent communication skills: ability to communicate clearly and formally to internal and external customers, , both orally and in writing - in professional command of the English language.
Defined customer focus: looking after the interests of external and internal customers. Ensure that their wants, needs and expectations are given due consideration and that all efforts are made to meet them wherever fair and reasonable, in line with any standards from an industry regulator.
Excellent teamwork and collaborative spirit: ability to work cooperatively and flexibly with other members of the team with a full understanding of the own role in the team
Willingness to learn and share knowledge with other team members
Motivation and Pro-activeness: constantly seeking continuous improvement, openly addressing improvement areas, conflict and problem points, together with solution proposals
Ability to seek high quality and assure quality of documentation, reporting, communication
About NTT DATA
NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.
Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.
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