Service Delivery Analyst

Garde: 5A

Job Summary:

We are looking for a highly skilled Service Delivery Analyst with 5 years of relevant experience in IT service management and monitoring tools. The ideal candidate will be responsible for ensuring seamless IT service delivery, monitoring system performance, and collaborating with technical teams to maintain operational efficiency.

Key Responsibilities:

• Utilize ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management to track incidents and service requests.


• Oversee end-to-end service delivery, ensuring adherence to SLAs and KPIs.


• Analyze logs and alerts from monitoring tools to detect potential system failures.


• Troubleshoot and escalate service-related incidents to appropriate teams.


• Collaborate with network, security, and infrastructure teams to ensure smooth IT operations.


• Conduct root cause analysis for recurring issues and recommend solutions.


• Work on incident, problem, and change management processes.


• Provide regular health reports of system performance, service metrics, and improvement areas.


• Maintain documentation of service processes, configurations, and troubleshooting steps.


• Ensure compliance with ITIL best practices and organizational policies.

Required Skills & Qualifications:

• 5+ years of experience in IT service delivery or technical support roles.


• Strong knowledge of ITIL frameworks and service management principles.


• Experience with ITSM tools like ServiceNow, BMC Remedy, or Jira Service Management.


• Familiarity with incident, problem, and change management processes.


• Excellent problem-solving and communication skills.


• Ability to work in a fast-paced environment and manage multiple tasks.


• Certifications such as ITIL is a plus.

Preferred Qualifications:

• Experience with cloud platforms (AWS,PCF)


• Ability to automate monitoring tasks using scripting (Python, PowerShell, etc.).


• Experience with monitoring tools like New Relic, Splunk added advantage


• Experience with Middleware Administration
  
  
  
  • Weblogic, Tomcat , Apache , Nginx
  
  
  
  


• Experience with OS like Linux , Unix