Service Operations Analyst

As a Service Operations Analyst at Barclays, you will play a crucial role in supporting the successful delivery of Location Strategy projects. Your responsibilities will include ensuring projects are delivered within specified plan, budget, quality, and governance standards. You will lead the digital transformation efforts, driving innovation and excellence to enhance customer experiences through cutting-edge technology. Key Responsibilities: - Provide technical support to resolve complex issues for specific clients or groups of clients - Develop and improve the support model and service offerings to enhance customer satisfaction - Perform preventative maintenance tasks on hardware and software, utilizing monitoring tools to identify and address potential issues - Maintain a detailed knowledge base for future reference and knowledge sharing - Analyze system logs, error messages, and user reports to identify root causes of issues and provide resolutions - Implement automation, monitor enhancements, and ensure optimal performance for front office support Qualifications Required: - ITIL v3 or above certification or relevant experience in an ITIL environment - Strong communication and stakeholder management skills - Experience with Service Risk and Control Governance, including Technical Resilience, Capacity Management, Service Level Agreements, and more - Proven track record in IT Service Management disciplines - Service Risk Management experience - Proficiency in PowerPoint and Excel for analyzing and presenting information In addition to the above, highly valued skills may include experience with Service Now/Service First Service Management tool, working in the Financial Industry with Technology, managing end-to-end services or customer journey, 3rd Party Management relationship experience, and knowledge of APIs (RAML, Service Mesh) and aPaaS hosted applications and services. This role is based in Pune and aims to effectively monitor and maintain the bank's critical technology infrastructure, resolving complex technical issues with minimal disruption to operations. You are expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship, as well as the Barclays Mindset of Empower, Challenge, and Drive in your daily activities.,