Service & Operations Analyst

A little bit about MSET

At MSET, we are a leading Loyalty Services Company specializing in Next Generation Digital Solutions to propel client growth. Since our inception in 2019, we have developed and operate a proprietary loyalty solution that ensures measurable returns for our clients. With a global presence, we offer a complete suite of Loyalty Management Services covering strategy creation, operational management, App Development, Data analysis, Quality Assurance, and Solutioning. Our multinational teams, based in the UK, UAE, India, and Pakistan, are dedicated to Lifecycle Management, leveraging meaningful data insights to drive success for our clients. Join us in revolutionizing the loyalty landscape with innovative solutions and impactful results.

Job Summary:

The ITIL Service Operations & Customer Experience Specialist is responsible for managing end-to-end service delivery processes aligned with ITIL best practices, while ensuring seamless digital customer journeys through CRM, loyalty, and analytics platforms.

This role bridges traditional ITSM operations with modern data-driven customer experience management leveraging tools like Mixpanel, AIOps, and CRM applications to monitor, analyze, and enhance user engagement and operational performance.

Key Responsibilities:

• Manage ITIL-aligned

  Service Operations

  processes, including Incident, Problem, Change, and Event Management.
• Collaborate with

  DataOps, AIOps, and Data Engineering

  teams to monitor, analyze, and enhance end-user journeys across digital touchpoints.
• Utilize

  Mixpanel

  and other analytics tools to proactively track user behavior, identify friction points, and drive continuous improvement.
• understanding of

  CRM and Loyalty Management Systems

• Implement

  automation and proactive monitoring

  mechanisms to minimize incidents and improve service uptime.
• Manage stakeholder communications during major incidents and drive root-cause analysis and post-incident reviews.
• Partner with Product, Data, and CRM teams to ensure customer experience metrics (e.g., engagement rate, churn, retention) are operationally supported.
• Drive continuous improvement and process maturity across Service Operations functions.

Required Skills & Competencies:

• Strong understanding of

  ITIL v4

  or

  Service Operation processes

  (Incident, Problem, Change, Event, Knowledge).
• Experience with

  CRM systems

  (e.g., Braze, Salesforce, or equivalent) and

  loyalty management platforms

  .
• Proficiency in

  Mixpanel

  or other analytics platforms for monitoring user journeys and engagement patterns.
• Exposure to

  DataOps, AIOps, or Data Engineering

  environments and understanding of how data flows into service insights.
• Strong analytical and problem-solving skills with a customer-first mindset.
• Excellent communication and stakeholder management capabilities.
• Ability to work in a 24x7 operational model and collaborate with global teams.