IT Application Operations Service Analyst

As an IT Application Operations Service Analyst at NTT DATA, your role will involve incident management, alert processing, service request management, user communication, knowledge management, and event support. You will be responsible for resolving incidents within the Service Desk assignment group, enhancing incident descriptions, informing users about ticket status, and dispatching to other assignment teams. You will also monitor open incidents within BDAP, document solutions in the knowledge base, and handle IT Security or major incidents when necessary. Key Responsibilities: - Incident management according to defined service levels - Resolving incidents within Service Desk assignment group - Qualifying and enhancing incident description - Informing users about ticket status - Ticket processing according to the status model - Coordinating joint activities with other support groups - Documenting solutions in the knowledge base - Monitoring SLA status or close breaches - Handling IT Security or major incidents - Alert processing according to defined service levels - Processing IT Security alerts and operational alerts - Handling Azure Service Health information - Defining knowledge articles for new types of alerts - Service Request management - Prequalifying, approving, and documenting activities - Tracking the Request workflow - Prioritizing ticket handling within the team - Requesting Changes or Service Requests - Managing firewall requests and changes - User Communication - Distributing information in official media channels - Maintaining AnalyticsNet - Providing FAQs, Known Errors, and updates - Posting important announcements and maintenance windows - Knowledge management - Updating knowledge base articles & documents - Training new team members - Managing knowledge base in MR ServiceNow - Event support - Supporting events within the Data Analytics community Qualifications Required: - L2 Operations experience in Microsoft Technologies - ITIL certification - Experience with ServiceNow ITSM, CSM, Reporting & Dashboards - Familiarity with Azure Alerting - Optional: Knowledge of Databricks, DataIKU, and DevOps Pipelines About NTT DATA: NTT DATA is a trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. With experts in over 50 countries, NTT DATA offers business and technology consulting, data and artificial intelligence solutions, industry-specific services, and digital infrastructure. As part of the NTT Group, NTT DATA invests significantly in R&D to help organizations transition confidently into the digital future.,