Service & Operations Analyst

MSE Technology; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

A leading Loyalty Services company in Bengaluru is seeking an Entry Level Operations Manager to oversee incident handling, communication, and operational management tasks. Candidates should have a degree in Computer Science or IT, alongside strong organizational and analytical abilities. Experience in loyalty and reward management is a plus. This full-time position offers an opportunity to contribute to innovative digital solutions in a vibrant workplace.

Qualifications

• Proven organizational skills, including time management.
• Incident / Issue handling preferably for Loyalty and reward management.
• Strong analytical and problem-solving skills required.
• Self-sufficiency and an ability to work with minimal supervision are essential.
• Strong verbal and written communication skills are mandatory.

Responsibilities

• Manage incident ticketing and troubleshooting.
• Communicate with the operations manager and staff to ensure protocol adherence.
• Assist in operational activities development and coordination.
• Manage escalation of incidents and service requests.
• Monitor operations, report performance, and recommend improvements.

Skills

Organizational skills

Incident handling

Analytical skills

Problem-solving skills

Communication skills

Education

Degree in Computer Science or Information Technology

Tools

AWS

Azure

Google Cloud Platform

Job description

At MSET, we are a leading Loyalty Services Company specializing in Next Generation Digital Solutions to propel client growth. Since our inception in 2019, we have developed and operate a proprietary loyalty solution that ensures measurable returns for our clients. With a global presence, we offer a complete suite of Loyalty Management Services covering strategy creation, operational management, App Development, Data analysis, Quality Assurance, and Solutioning. Our multinational teams, based in the UK, UAE, India, and Pakistan, are dedicated to Lifecycle Management, leveraging meaningful data insights to drive success for our clients. Join us in revolutionizing the loyalty landscape with innovative solutions and impactful results.

What are we looking for you to do?

• Incident management - ticketing, troubleshooting, and/or ticket assignment to other teams
• Maintain communication with operations manager, staff members, and vendors to ensure adherence to protocols across key touch points
• Assist the operations manager in developing, planning, and coordinating operational activities
• Escalation management – identify and elevate incidents and service requests
• Recommend new procedures for increasing the efficiency of day-to-day operations
• Monitor day-to-day operations, report on performance, and recommend actionable improvements when necessary
• Problem Management – creation of problem tickets for assignment to departments to resolve.
• Create procedures and protocols (such as checklists) and manage periodically to keep updated
• Service request management for:
  • Application access
  • GDPR Requests
  • Code Generation Requests
  • General Operational Requests
• Communicate and coordinate with employees (including executive operations team) and Clients
• Onboard and train new employees to ensure that they adhere to standard operating procedures

Required skills and qualifications

• Proven organizational skills, including time management
• Incident / Issue handling preferably for Loyalty and reward management
• Strong analytical and problem-solving skills
• Self-sufficiency and an ability to work with minimal supervision
• Strong verbal and written communication skills

Preferred skills and qualifications

• Degree in Computer Science or Information Technology
• Two or more years of experience in an operational or similar role
• Having Loyalty and reward management is a big plus
• Experience with agile or Scrum principles.
• Knowledge of AWS, Azure, or Google Cloud Platform.
• Knowledge of Mobile applications
• Knowledge of security and data protection regulations (e.g., GDPR, CCPA)

Seniority level

Entry level

Employment type

Full-time

Job function

Management and Manufacturing