Associate - IT Service Operations

Shift timings - 2 pm to 11 pm IST

Role

Join our Service Management team as a IT Service Operations Associate for Lending Solutions, responsible for Incident management, AWS operations, cost management, stakeholder engagement, change management, and AI-powered service optimization. This is a high-impact role interfacing between product, engineering, and operations in the fast-evolving Lending Solutions landscape.

Key Responsibilities
Incident & Problem Management: Own the full lifecycle of issues including triage, RCA, coordination, and resolution. Leverage ITSM tools like ServiceNow, Azure DevOps, and Jira to manage workflows and ensure SLA adherence. AWS operations: Monitoring the AWS infrastructure and ensure reliable and resilient product infrastructure.

Security Champion: Act as a security champion for the segment. Familiarity with security scanning tools and tracking remediation
Cost Management: Implement and monitor AWS cost controls and participate in cost optimization initiatives. Documentation & Analysis: Write and maintain user stories, process flows, knowledge base articles, and RCA documents. Project Participation: Support rollout of new features, automations, or upgrades. Provide business knowledge during cross-functional initiatives.

Core Skills
ITSM: Strong ITSM experience with experience on AWS technologies Tools: ServiceNow, Jira, Power BI, Tableau, SQL for queries and diagnostics Tech Awareness: Basic understanding of Spring Boot, JBoss, Tomcat, and cloud infrastructure AI & Modern Service Optimization AI Tools & Frameworks: Exposure to Azure AI, OpenAI, ServiceNow AI for service automation, predictive alerts, and NLP-based support insights Automation & Scripting: Use of Python, PowerShell, or JavaScript to automate triage or data extraction tasks Observability & Diagnostics: Familiarity with Splunk, Cloud Watch, or AppInsights for production diagnostics and post-incident analytics Data-Driven Service Analytics: Use AI tools and dashboards to extract service KPIs, patterns, and actionable insights from service performance data