Analyst – Service Ops Support

Minor Hotels Europe and Americas

Analyst role focused on incident management and proactive issue identification for Allianz Services. Responsibilities include user communication, troubleshooting, and knowledge management.

Posted 6/10/2026full-timeTrivandrum • 🇮🇳 IndiaJuniorWebsite

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 trend analysis
Ensure timely and professional customer communications using standard templates and established processes
Maintain regular communication and updates with stakeholders regarding incident investigations, progress, and resolutions
Provide user training and guidelines for issues arising from knowledge gaps or user errors
Actively facilitate communication between business functions and Group divisions during alignment phases, changes, and updates
Create, update, and manage Knowledge Base articles and Standard Operating Procedures (SOPs) for incidents within scope
Document incident resolutions, troubleshooting steps, and best practices for future reference
Ensure documentation is accurate, up-to-date, and easily accessible to the team
Collaborate strongly across global functions and teams to ensure seamless service delivery
Participate in team meetings, knowledge sharing sessions, and process improvement initiatives
Support team members during high-volume periods or escalations

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

Health insurance
Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

incident managementtroubleshootingtrend analysisdocumentationknowledge managementSOP creationuser trainingticket managementservice delivery

Soft Skills

communicationcollaborationcustomer focusproblem-solvingtime management