Service Operations Analyst

Bravura's Commitment and Mission At Bravura Solutions, collaboration, diversity and excellence matter. We value your ideas, giving you room to be curious and innovate in an exciting, fast-paced, and flexible environment. We look for many different skills and abilities, as well as how you can add value to Bravura and our culture. As a Global FinTech market leader and ASX listed company, Bravura is a trusted partner to over 350 leading financial services clients, delivering wealth management technology and products. We invest significantly in our technology hubs and innovation labs, which inspire and drive our creative, future-focused mindset. We take pride in developing cutting-edge, digital first technology solutions that support our clients to achieve financial security and prosperity for their customers. About The Position Based in Gurgaon the Service Operations team owns the 1st level support for all clients across all BSL products providing coverage of 24x7, being a Single Point of Contact for all (Internal/External) clients. A Service Operations Analyst is an information technology (IT) professional who assists BSL customers resolve issues and facilitate service requests. They respond to customer enquiries, provide monitoring oversight of our applications and network infrastructure including the overnight batch processing functionality. They will also work closely with other teams within BSL to provide assistance on tasks that are outside the scope of their knowledge or expertise. Service Operations Analysts need to balance creative and technical problem-solving, customer service, and collaboration to ensure that BSL customers can access and utilise the software and resources that we provide. What You'll Do Whilst we expect all our employees to do what needs to be done to demonstrate their support of Bravura Solutions, below are some specific aspects of your role for which you will be responsible: Management and ownership of Incident and Service Request logging, following agreed procedures Identify and classify Incident types and service interruptions Categorise and Classify reported Incidents and provide solutions Monitor Incidents from start to resolution Provide 1st level governance around Incident/Request/Problem and Change processes. Ensure that customers are kept informed with ticket progress Provide a professional interface between customers and IT Service providers Provision of 1st level IT support Promptly allocate Incident and Service Request records as appropriate Provision of management information and associated reports. Undertake internal and external ad-hoc Service Requests Monitor and manage the overnight batch process Perform BSL system health checks over a 24-hour period to ensure stability. Issues escalated to 2nd and 3rd level IT support. Perform monitoring of the BSL estate. Escalate issues that could impact BSL services. In addition to the above position-specific responsibilities, all employees are required to undertake any other reasonable duties and responsibilities within your capability and skills, when requested to do so Unleash your potential To be successful in this role, your background and experience will include: Office based Customer Service skills Empathy and the ability to understand customer needs Effective organization and time management skills Exceptional attention to detail Ability to work accurately under pressure Excellent communication and interpersonal skills Working knowledge of Microsoft applications such as Outlook and Excel Able to work unaided and as part of a collaborative team Qualifications And Experience BCA/BSc /BCom/BA with Computers or Information Technology streams 0-2 years in a similar role. Providing excellent customer service to our clients Ability to communicate effectively both written and verbally Supporting the team by managing and supporting customer Incidents and Requests to resolution effectively and efficiently Strong attention to detail Pro-active and solution driven Ability to learn quickly and exercise initiative Able to manage service reports and procedural documentation SQL knowledge Knowledge of ServiceNow and JIRA platforms (desired and not essential) Additional Benefits Allowances are fully paid for shift and Holiday coverage Working at Bravura Our people are the heart of our business. We work hard to provide a rich employee experience and a robust framework for ongoing career development. Competitive salary and employee benefits scheme Parental (including secondary) leave policy Free meals Transport facility within Delhi/NCR Region So, what's next We make hiring decisions based on your experience, skills and passion so even if you don't match every listed skill or tick all the boxes, we'd still love to hear from you. Please note that interviews are primarily conducted virtually and if Bra