IT Application Operations Service Analyst

NTT DATA Business Solutions

3 - 4 years

5 - 6 Lacs

Bengaluru

Posted:3 months ago| Platform:

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Skills Required

IT security Artificial Intelligence Service desk Workflow Incident management Windows service catalog Operations Monitoring Firewall

Work Mode

Work from Office

Job Type

Full Time

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 .

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