Opening For Technology Service Management Analyst - CSC - Bangalore

CSC; Bengaluru; Híbrido; INR 420 000 - 680 000; Tempo integral

Resumo da oferta

CSC in Bengaluru is seeking a Technology Service Management Analyst to provide Tier 1 support for business-critical applications. You will triage incidents, perform troubleshooting, manage tickets, monitor dashboards, and coordinate with Tier 2/3 teams.

The role requires 1–3 years in application support, knowledge of ITIL processes, and strong communication skills. Hybrid work schedule in IST hours is offered with global exposure.

Qualificações

• 1–3 years of experience in application support or service desk roles.
• Hands-on incident resolution and troubleshooting experience.
• Knowledge of incident, request, and problem management.
• Experience with ticketing/service management tools.
• Basic understanding of application logs, alerts, and dashboards.
• Ability to follow structured troubleshooting and escalation procedures.
• Strong analytical, communication, and customer service skills.
• Willingness to work in a global 24x5/7 environment and Shift roles.

Responsabilidades

• Provide Tier 1 application support for enterprise applications and incidents.
• Perform initial diagnosis, troubleshooting, and resolution using runbooks.
• Log, categorize, prioritize, and update tickets in the service system.
• Troubleshoot issues and perform basic log review and analysis.
• Escalate unresolved incidents to Tier 2/3 with details.
• Monitor alerts, queues, dashboards, and batch jobs.
• Communicate incident status and workarounds to users.
• Follow ITIL-based incident and problem management processes.
• Contribute to knowledge base and documentation.

Conhecimentos

Application support

Incident management

Troubleshooting

Ticket management

Monitoring

User support

ITIL Foundation

Log analysis

Formação académica

Bachelor's degree in Information Technology, Computer Science, Information Systems, or equivalent experience

Ferramentas

Ticketing systems

Monitoring tools

Descrição da oferta de emprego

Dear Candidate,

Greetings from CSC!

We would like to share an exciting opportunity for the role of Technology Service Management Analyst based in India.

This is a Tier 1 Application Support role, and we are particularly looking for candidates with hands-on experience in application support, incident management, troubleshooting, ticket management, monitoring, and user support.

Please find the job details and requirements below.

Technology Service Management Analyst

Location: Bangalore
Work Schedule: 11:00 AM to 8:00 PM IST
Work Model: Hybrid
Experience: 13 years

Introduction to the Role

The Technology Service Management Analyst will be responsible for providing first-line (Tier 1) support for business-critical applications as part of a global support team.

The role involves incident triage, application troubleshooting, ticket management, monitoring, user communication, and escalation to appropriate support teams. The successful candidate should be comfortable working in a structured IT service management environment and following established troubleshooting procedures and runbooks.

Key Responsibilities

• Provide Tier 1 application support for enterprise applications and respond to incidents and service requests.
• Perform initial diagnosis, troubleshooting, and resolution using documented procedures and runbooks.
• Log, categorize, prioritize, and maintain accurate updates on tickets in the service management system.
• Troubleshoot application issues and perform basic log review and analysis.
• Escalate unresolved incidents to Tier 2/Tier 3 teams with clear troubleshooting details and supporting information.
• Monitor application alerts, queues, dashboards, and batch jobs.
• Perform routine operational checks to ensure application availability and performance.
• Communicate effectively with users regarding incident status, workarounds, and resolutions.
• Support major incidents through initial triage, communication, and coordination.
• Follow ITIL-based incident, request, and problem management processes.
• Maintain accurate incident documentation and support effective handovers.
• Contribute to knowledge base articles and documentation by recording recurring issues and resolutions.
• Identify opportunities to improve support processes and documentation.

Required Skills & Experience

• 1-3 years of experience in application support, IT operations, technical support, or service desk roles.
• Hands-on experience in application troubleshooting and incident resolution.
• Good understanding of incident, request, and problem management.
• Experience working with ticketing/service management tools.
• Basic understanding of application logs, alerts, monitoring tools, and dashboards.
• Ability to follow structured troubleshooting and escalation procedures.
• Strong analytical and problem-solving skills.
• Good verbal and written communication skills.
• Strong customer service orientation and attention to detail.
• Ability to work effectively under pressure and manage multiple incidents.
• Experience working in a 24x5/24x7 or global support environment is preferred.
• Exposure to enterprise applications or financial services applications is an advantage.
• Willingness to work as part of a global support model and follow shift requirements.
• Bachelor's degree in Information Technology, Computer Science, Information Systems, or equivalent experience.
• ITIL Foundation certification is an advantage.

Regards,

Chaithanya Belliappa
Talent Acquisition Partner
CSC
Phone: [phone]
[e-mail]