Service Operations Analyst

Minor Hotels Europe and Americas

Analyst – Service Ops Support for Allianz Services in Pune. Responsibilities include incident management, monitoring, and troubleshooting within ITIL framework.

Posted 6/6/2026full-timePune • 🇮🇳 IndiaJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Monitor data pipeline status and health to ensure optimal performance and proactive issue identification
Monitor Incident Management (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
Should be willing to work in Rotational shifts (24*7)

Requirements

What 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)

Benefits

Comp & perks

100% on-site
Permanent employment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

incident managementtroubleshootingtrend analysisticket management

Soft Skills

customer-focusedcollaborationproblem-solvingtime management