IT Application Operations Service Analyst

Job Description

Req ID: 328138 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a IT Application Operations Service Analyst to join our team in Bengaluru, Karn taka (IN-KA), India (IN). Mandatory Skills Required: Microsoft Technologies: L2 Operations experience, ITIL, Service now Service Now: ITSM, CSM, Reporting & Dashboards Monitoring & Observability Tools: Azure Alerting Optional: Databricks, DataIKU Familiarity with DevOps Pipelines Incident management according to defined service levels Resolving incidents within Service Desk assignment group with the help of the knowledge base Qualify and enhancing incident description and document activities in MR ServiceNow Inform users about the ticket status Ticket processing according to the status model Dispatching to other assignment teams Monitoring all open and unassigned incidents within BDAP Coordinating joint activities and cooperating with other 2nd/3rd level support groups inside and outside the own service organization Documenting solutions in the knowledge base (Knowledge Management or in FAQs on AnalyticsNet) Monitor SLA status or close breaches Handle IT Security or mayor incidents, if necessary, by initializing BDAP Internal Critical and Security Incident Team Alert processing according to defined service levels Processing of IT Security alerts according to knowledge articles Processing of Operational alerts according to knowledge articles Handling of Azure Service Health information Define knowledge articles for new types of alerts Service Request management Prequalify, approve and document activities in the MR ServiceNow notes Tracking the Request workflow Perform compliant firewall requests and changes on behalf of users (De- and whitelisting) Creation of new Service Requests (templates) for the Digi-Ops Service Catalog and maintenance of existing ones Prioritize ticket handling within full Digi-Ops team and define ticket priority based on defined standards Request Changes or Service Requests for Digi-Ops team Manage firewall requests for DO team (De- and whitelisting) and keep PIP_Whitelisting_Status overview up to date Track status, clarify questions, push the workflow and actively report back to team Present changes / service requests in CABs (change advisory boards) User Communication Distribution in official media channels (AnalyticsNet, Yammer, by mail to the target groups, MS Teams channel) Maintain AnalyticsNet Provide FAQs, Known Errors and update existing ones Post important announcements Post maintenance windows and downtimes Check for completeness of relevant information (FAQs, user guides, etc.) Knowledge management Update knowledge base / wiki articles & documents Pick up new topics document accordingly and train new Service Desk team members accordingly Manage DO knowledge base in MR ServiceNow Manage keywords (meta data) within knowledge base Read user guides and other AnalyticsNet content, proactively check for completeness, share Knowledge in team Event support Support events within the Data Analytics community in a self-coordinated way (e.g. technical preparation of wide-range training activities, Datathon support, etc.) About NTT DATA NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https: / / us.nttdata.com / en / contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If youd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .