Senior Operational Analyst

NTT
Bengaluru
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 5-7 yearsSkills: ["Communication","Teamwork","Proactivity","Continuous improvement","Documentation quality"]

Serve as a technical Service Analyst for daily operations focused on monitoring, case management, and knowledge management. Proactively monitor systems and triage alerts, track operational KPIs, and analyze incidents using dashboards such as Datadog. Manage and resolve customer/user cases through MRSNOW and ServiceNow workflows, including SLA handling, ticket analysis, vulnerability reporting, and continuous improvement with DevOps teams. Contribute to knowledge articles, documentation, and Agile ceremonies.

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FursaFursa
NTT
NTT
1 month ago

Senior Operational Analyst

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Last checked: 2 days agoStatus: Live

Job Summary

Serve as a technical Service Analyst for daily operations focused on monitoring, case management, and knowledge management. Proactively monitor systems and triage alerts, track operational KPIs, and analyze incidents using dashboards such as Datadog. Manage and resolve customer/user cases through MRSNOW and ServiceNow workflows, including SLA handling, ticket analysis, vulnerability reporting, and continuous improvement with DevOps teams. Contribute to knowledge articles, documentation, and Agile ceremonies.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Perform proactive monitoring checks (availability, usability, status, failures, exceptions) and triage alerts as part of reactive monitoring.
  • •Monitor operational KPIs and report deviations/anomalies; analyze major incidents using configured dashboards and provide customer information.
  • •Manage case queues (incidents, service requests, vulnerabilities, alerts) via MRSNOW, including 1st/2nd level support and initial triage/qualification for SLA-aligned resolution.
  • •Create bugs/defects or backlog items and reassign tickets to DevOps teams for 3rd level support; manage ticket lifecycle and end-to-end user communications.
  • •Create and continuously update knowledge articles/documentation, support monthly ticket analysis, and propose continuous-improvement/automation initiatives as an SME in Agile ceremonies.

Key Requirements

  • •5–7 years of relevant experience in operational support/analysis.
  • •Experience in customer service and support functions.
  • •Experience in IT Operations, ITSM and ITIL (ITIL v4).
  • •Experience with Microsoft technologies including Microsoft Azure, Azure DevOps CI/CD, App Insights, and MS Power Platform.
  • •Knowledge and experience in API development, user authentication, applications operations, and scripting/automation.
Experience:5-7 yearsCustomer serviceIT operationsITSMITILInsuranceInsurTech
Skills:CommunicationTeamworkProactivityContinuous improvementDocumentation quality
Certifications:Azure Fundamentals AZ-900AZ-104ITIL 4 Foundations
Languages:English
Tech Stack:Microsoft AzureAzure DevOps CI/CDApp InsightsMS Power PlatformMS OfficeAPI developmentUser authenticationServiceNowITSMCSMReporting & dashboardsDatadogGrafanaKubernetesDockerArgoCDDatabricksITIL v4MRSNOWMail2Case

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn