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Service Analyst (L2)

Closing on:


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Brief description :

  • Hands on experience in incident/ problem/ configuration/change/ release management
  • Problem investigation and resolution with in SLA’s
  • Problem analysis, documenting RCA’s
  • Escalating the incident/problem as necessary per escalation policies
  • Report preparation and analysis
  • Client request fulfillment
  • Creating & updating Service run books periodically for the Service Management Team
  • Exposure to automation is an added benefit
  • Exposure to continual Service improvement & CSAT activities

Preferred skills

  • Good written and verbal communication skills
  • Must have strong analytical skills to present findings and recommendations
  • Proficiency in MS Office applications (MS Excel, MS Word , MS Power point)
  • Proficiency in SQL (SQL Server, MySQL)
  • Proficiency in basic networking and server level troubleshooting
  • Understanding of application programming, database and system design
  • Flexible to work in rotational shifts with rotational work days/week offs as per project requirements
  • Fast learner, dynamic and flexible across multiple projects
  • Proactive in taking required actions and decisions
  • Good Understanding of ITIL framework