IT Service Management – Analyst

IT Service Management – Analyst

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  Relevant Experience: 2 – 5 years

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  Type: Full Time

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  Work Mode: Hybrid

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  Salary: Competitive Salary

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  Location: Coimbatore

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  Industry: Banking / Fintech – Open Banking Product

About Us

Banfico is a product-focused fintech company headquartered in London with offices in Brazil, Saudi Arabia, Germany & India (Coimbatore and Mumbai). We are focused on delivering open banking technology SaaS solutions that are revolutionizing digital banking experiences globally.
We are looking for a highly motivated and experienced professional to join our team as an IT Service Management - Analyst. Who will work closely with the business team and management.

Responsibilities

• Experience in Production Support within BFSI MNCs, handling incident and support ticket triage.
  Hands-on experience in Incident Management and Release Coordination, including high-priority and major incidents.
• Ability to be hands-on when required, working with product and engineering teams for issue analysis, log review, and customer communication.
  Manage and resolve incidents, service requests, and change requests using Jira Service Management or ServiceNow.
• Ensure high availability and stability of applications with technical support teams.
  Own the end-to-end incident lifecycle, including escalation and stakeholder communication.
• Collaborate with support engineers and developers via Jira SM and GitLab for timely ticket closure.
  Strong understanding of SLAs and operational KPIs.
• Hands-on experience with Grafana, Kibana, New relic/DataDog and AWS CloudWatch for monitoring and log analysis.
  Jira Service Management Administration, including project setup and configuration.
• Manage on-call schedules and ensure 24x7 support coverage.

• Competitive Salary. 100% of CTC is Fixed.
  
• Free medical insurance for dependants, including parents (Annual cover of INR 5L) outside the CTC
  
• Flat hierarchy with an open, equitable, and inclusive work culture
  
• Hybrid work (3 days/week at the office)